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

“Horrible experience. I will never fly by them again. Don't do that please.”

Posted 3 years ago

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 BookingVault by sending an email to info@bookingvault.com. 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.

Posted 3 years ago

“Somehow I booked two motels for the same night. It was supposed to be one for a Thursday night and one for a Friday night in two different cities while I'm traveling. Both got booked for the Friday night instead. I called and said I needed one of those moved to Thursday night. Don't want a refund, just need to move the date. They said I couldn't have a refund. I don't want a refund, I just need the reservation moved from a Friday night to Thursday night. NO they said. I asked to speak to a supervisor and the agent said no you cannot. Anything else I can do for you, I said yes, move my date. She said no it was non-refundable. I don't want a refund, just move the date. She hung up.”

Helpful Report

Posted 3 years ago

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 3 years ago

“I was told I would be receiving a credit refund which I am still unable to use although shows in my account. You customer service is a shambles and unhelpful. Snap travel just want to take the money and not refund despite advertising 100% money back guarantee!!! I would stay away from this company rather pay the few extra GBP for a booking so that I feel reassured.”

Helpful Report

Posted 3 years ago

Hi Sam, 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 3 years ago

“Horrible Experience - never use them again to ruin my holidays I think you need to know this. I am one of your Loyal customers for over 2 years. Although I had some minor problem with your booking before, I did not complain and stayed Loyal to your company. Every week I book a 2-3 nights hotel in Ontario Canada. However last week I rented a 1 day (see below confirmation number B_392**** and prepaid the booking as usual. In Toronto and in the vicinity most of the hotels were booked as this is summertime and the weather was good. We went to the hotel about 7:30 pm after a long journey and were hoping to enjoy the stay and go out for dinner in nearby restaurants. We went to the hotel booking agent she mentioned that she did not see my booking coming thru - usually for other 3rd parties booking services, it's there in their system. She also mentioned that they don’t allow booking for 1 night as their booking is 2 nights minimum. She also mentioned that they had 4 incidents like mine in their hotel so far with your company Snaptravel – where the customer paid for their service with booking confirmation however no booking was made where the customer left with a hellish experience with nowhere to stay. We had the same fate. I called the help number at your company; they try to resolve the issue stage by stage and it took 1 hr 45 min approx. with no resolution. I kind of felt that their hands are tied to the instruction they follow at call center - you gave me false hope to resolve and waste my time and later you would advise nothing can be done – sorry, exactly same happened in next couple of hours….I wanted to have our dinner at least, while you resolve as they are going to be closed? However, your call centre instructed me to stay in the hotel lobby. Ultimately, they said they can't help me however they could initiate a process of cancellation – I can get my money back in 5 days. – I didn’t need the money back but a hotel room to stay for the night as per my contract with confirmed booking number B_392****. A possible resolution to me was: 1) Your company pay for 2 days as the hotel was asking so that we could stay (as there were no hotels nearby with rooms) 2) Find me a hotel with a similar reservation nearby None of this happened we are left out in dark and on the street with no hotel, shower, bed, food …just like “ we were looking Home Away from home, we paid money upfront, we got booking confirmation – we got scammed “ Homeless away from home with street footpath address. Horrible Beloved past loyal customer of Snaptravel”

Helpful Report

Posted 3 years ago

Hi Kal, We are sorry that you didn't feel supported in 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 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 3 years ago

“Using this company was THE WORST hotel booking experience I have ever had. The hotel I tried to stay at had a power outage, but because all transactions go through snap travel, they couldn’t do anything about it. Snap travel kept calling me at 3/4am in the morning when I requested calls back to dispute the charge. When I would try to call back, the number was out of service. The last message I receeived from them was denying my claim because they lied and said they spoke with a hotel rep who denied the power outage. I had to dispute the charge ultimately through my bank. When I finally found their correct customer service number, and asked to speak with a supervisor to complain about the experience, the representative said the supervisor has too many calls to handle me refused to transfer me. I would give this place zero stars if I could, not even a one.”

Helpful Report

Posted 3 years 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 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 3 years ago

“Snaptravel is a fraud, they took my money and I was waiting covid 19 cancellation parameters and they refuse to refund me they are playing a game of monkey in the middle with the hotel and stole my money and won't refund me travelers beware! It's a scam”

Helpful Report

Posted 3 years ago

Hi Ian, We’re sorry that you have that perception about our service. As we had informed in a different review platform, 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. From now on, any resolution must continue through your financial institution. Regards

Posted 3 years ago

“Took the money from my account but did not pay the hotel.”

Helpful Report

Posted 3 years ago

Hi there, 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 would be happy to look into this further as soon as possible. Thank you!

Posted 3 years ago

“It says « click here to cancel reservation », then you click, then it doesn’t let you cancel, it might work by calling ? Dunno, thing is I postponed the cancelation since it was so complicated Even today, I don’t hope to get reimbursed anymore but I’d like to cancel my reservation. Still I can’t find a way to do it 🥲”

Helpful Report

Posted 3 years ago

Hi Arnaudk 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 would be happy to look into this further as soon as possible. Thank you.

Posted 3 years ago

“cancellation / refund policy for Covid is appalling do not use this company, just a scam to take your money”

Helpful Report

Posted 3 years ago

Hi Debbie, 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 type "agent" in your original chat thread, one of our live agents would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“I was scamed TODAY by Snaptravel I booked hotel in Cape Town, South Africa, paid them fully and received confirmation together with sms reminders with directions. To my surprise when I arrived at the Hotel no such booking was done, the reference which they gave me was non existence. What a nightmare. I WANT MY MONEY BACK”

Helpful Report

Posted 3 years ago

We are truly sorry to hear how you feel about 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. We source our hotel rooms from different partners including Expedia, Booking and Hotels.com 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. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“Conclusion first then we go to details, my advice, if you deal with snaptravel.com (or Reservation Stays, you need to be ready for any surprises which my go to as far as loosing your money. Unfortunately, these people are: 1. Not honest as they do not inform you all the details and conditions of the booking they process. 2. Just a website in the nowhere on the internet, if you're making reservation internationally like me, you don't have a real access to them in case of any dispute. (By the way this was the description of the hotel officials). 3. They are actually just intermediates for other travel agencies with which they are not even able to defend your case in case of any problems happen. In other words, they just collect your money and catch their commission out of it, then you are on your own. That's why you'll find the "none refundable" condition on their offers and prices. Details: I made a reservation with snaptravel "by telephone" not using the online facility, where their telephone agent didn't say a word about any special condition related to my reservation. Of course the reservation was "none refundable" as you may expect. Once the reservation was done, I received confirmation emails which didn't include any special condition related to my booking. However, arriving to the hotel, I didn't find anything about my reservation at all, the hotel knew nothing even about my name. Calling them (long expensive international calls), I understood that there is a third-party involved with whom they claimed they had been trying to contact and get involved. It seems that this 3rd-party maybe was not cooperative enough with them. After hours of calls and waiting they claimed that, in my case, there was a condition that does not apply. To defend themselves, they claimed the said condition was mentioned in an online copy of my confirmation (may I remind you that telephone agent said nothing about any condition and even the confirmation email I already had included no special condition, then who may need any further online copies after receiving email?! Besides, they could have add any new 2-line conditions on their online copy whenever they wanted the matter that was impossible in case of my email copy). Anyway, the conclusion; cooperation disappeared from telephone calls, no one would do anything to solve the situation. I had to pay almost 110% more as settlement to process my reservation, otherwise I would've lost my money which I paid to them (imagine none refundable payment with a virtual company in the nowhere! Even the hotel claimed they know nothing about such an entity). Again, if you deal with Snaptravel (Reservation Stays) you need to be ready for any surprises. You're on your own.”

Helpful Report

Posted 3 years ago

Hi Tharwat, We appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. 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 also means that you have access to different cancellation policies, including fully refundable options. For these reservations, however, we can see that they were made for a few days before arrival, so they were available from the accommodation at Non-refundable rate. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, you have procedures in place to reduce that negative impact as much as possible. Your experiences mean a lot to us and our Support team, regardless of their geographic location, strive to offer speedy and efficient support 24/7. Our Urgent Care team is currently working on your case alongside the travel partner for these bookings, and will be in touch with you shortly. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“I arrived at the hotel to not only find that the place was a dump, but that is was neither safe or secure. People lived here and were sitting out in front of their rooms doing drugs. None of the rooms had security chains or secure doors. I contacted Snaptravel immediately and asked to be changed to another hotel in the area. AFTER 30 minutes on the phone with them they did nothing about the situation. I had to pay for a room at a nearby hotel. THESE PEOPLE DO NOT CARE THAT THEY ARE SENDING YOU TO THESE DISGUSTING PLACES. SAVE YOUR MONEY - NEVER BOOK WITH THEM”

Helpful Report

Posted 3 years ago

Hi there, As we had replied on a review you left on a different platform, we're truly sorry to hear that the accommodation did not meet your expectations. Because we're a booking service, the standards of the hotel 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. In this instance, you booked a None refundable and non-amendable reservation, and while we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website to 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. It is on record, nonetheless, that our Support agents tried to assist you but they were met with verbal abuse in all chat interactions and also during phone conversations. This being said since you mentioned the front desk had allowed you to cancel your reservation, please reach out to us with written confirmation so it can be processed accordingly.

Posted 3 years ago

“Snap Travel is very hard to contact and not helpful at all in these COVID TIMES - I would not recommend their services despite the cheap price. We’re happy to move the booking where possible and even pay extra but not lose the whole booking thru no fault of our own . Hotel was also not helpful when the booking is made thru Snap.”

Helpful Report

Posted 3 years ago

Hi there, While we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website to 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. 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 would be happy to look into this further as soon as possible, to see if the accommodation would be willing to make an exception for your case.

Posted 3 years ago

“Pack of thieves!!! Won't change my booking no refund no rebook this is a covid government restrictions I can't make my booking.. this is NOT MY CHOICE!!! HOW DARE YOU KEEP MY HARD EARNED DOLLARS..... YOU ARE NOTHING MORE THAN DISPICABLE... LOW LIFES I only asked to shift my booking till restrictions lifted NOT A REFUND ... THEIVES!!!! LOOK THE WORD UP IF YOU DON'T SPEAK ENGLISH”

Helpful Report

Posted 3 years ago

Hi Sharon, While we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website to 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. 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 would be happy to look into this further as soon as possible and check with the accommodation if they agreed to make an exception for your request.

Posted 3 years ago

“Do not use snaptravel you will regret it. Place a reservation for August 3 and then double checked it it was uploaded for August 2. They would not refund me the unauthorized day or change the date. I requested refundable cancellation. Was unable to get a live person on the phone. Difficult talking to chat as I believe it was Automated. Do not waste your money or time with this website. Lissette Roberts”

Helpful Report

Posted 3 years ago

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 3 years ago

“Absolutely horrible experience. Lack in communication!!! They give you zero details about important things regarding to your stay. It doesn’t matter how good the deal is, it’s not worth it. My trip is ruined because of them. Don’t do it!!”

Helpful Report

Posted 3 years ago

Hi Hailey, 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 type "agent" in your original chat thread, one of our live agents would be happy to look into this further as soon as possible.

Posted 3 years ago

“Never ever book with Snaptravel. Bad customer support. They just want your money. They did not inform me about my canceled flights untill shortly before my trip, althought they knew about it. I have raised concerns well in advance, because my confirmation number was missing some flights. I never heard back. Untill I called again, 3 days prior to my supposed travel. Half an hour later I got an email, saying some of my flights got canceled. Which ones it does not say. I can't even book a new flight yet! This is unacceptable. This company should not get any money from anyone. They buy you with sweet deals and drop you like a hot potatoe.”

Helpful Report

Posted 3 years ago

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 BookingVault by sending an email to info@bookingvault.com. They are best equipped to can help answer your question about your flight reservation.

Posted 3 years ago

“READ THIS before you consider using Snaptravel -NEVER AGAIN i made 3 bookings in March all for July x 2 rooms , November and December . all bookings were Radisson Blu Leeds , search for on trivigo and booked with Snap Travel. The confirmation was all correct when it arrived in my inbox. However i then got conformation from a company called Agoda with the same bookings with the wrong hotel booked. i spent time and effort contacting both Snap travel and Agoda ensuring my bookings were all ok. after several emails being ignored i eventually received confirmation form Snaptravel with all the bookings for Raddison Blu. On arrving at the Raddison Blu on 25th July with my parents ( it was a treat for them from us) i was told by reception that they did not have any rooms booked, i showed them the bookings and they were puzzled and said nothing had been booked. i was stood in reception for 45 minutes with a huge que behind me. i ended up paying for 2 rooms again at £89 per room. i asked about my other bookings - they were not on the system either. Snaptravel had taken my money and not booked the rooms. once home i emailed both companies and gave them a week to refund/ sort the other bookings out. For a full week i have been emailing both companies, the companies both blame each other and wont refund or take responsibility. i would go as far as calling these companies thieves as they had my money, booked the wrong hotel and left me out of pocket. to date this is not resolved. i would not want anyone else to have this awful stressful experience when trying to book a hotel room to go away. stay clear of both companies - i feel they are both a SCAM.”

Helpful Report

Posted 3 years ago

Hi Rachel, As we had replied in other platforms where you placed your complaint, your case is being handled by the Corporate team. 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 source our hotel rooms from different partners including Agoda, to get you the best rates. If a technical error has occurred we need to investigate to be able to find the source and corrected it as soon as possible. Unfortunately, incidents like this may occur in the travel industry, that as a third-party we cannot control. Please allow us a moment to investigate what happened with this specific travel partner and we will get back to you shortly. We appreciate your patience.

Posted 3 years ago

“My flight was cancelled due to covid and I was also given false flight information. All unrefunded.”

Helpful Report

Posted 3 years ago

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 BookingVault by sending an email to info@bookingvault.com. They are best equipped to can help answer your question about your flight reservation.

Posted 3 years ago

“I got into the hotel to know that there is no pool, no breakfast and it smelled cigarettes in the room. Please don’t ever use snap travel”

Helpful Report

Posted 3 years ago

We're sorry to hear that the accommodation did not meet your expectations. Because we're a booking service, the quality of the hotel property is hard for us to control. In cases like this, we have found that it's most effective to take concerns directly to hotel management. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 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

Super.com Reviews