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

“SnapTravel requires cancellation a full week in advance to issue a refund, regardless of circumstances. Due to the pandemic, I canceled flights with two airlines and a hotel with full credit or refunds on same-day cancellations. I gave SnapTravel three days notice, and they refused to change their policy. Plus their customer service was almost impossible to reach. I filed an appeal in late March only to have Snaptravel offer no refund or credit at all.”

Helpful Report

Posted 5 years ago

“Don’t recommend SNAP TRAVEL! It was my first time using Snap Travel to book an airline ticket. Thought I give it a try. I had bought an Air Canada ticket from them as my father was sick in India. Unfortunately due to covid19 I was unable to check in at the airport. I called Snap Travel well ahead and told them I can’t travel because of the circumstances. I spoke to 3 different representatives and they all advised me that we cannot do anything. I even asked for a voucher, I spent $1300. It was harsh since they should have understood with global issue of travelling and my situation. My father actually passed away days after and I couldn’t travel. Finally I reached out to Air Canada ONLY ONCE and they offered for a voucher which would expire in 2yrs. Snap Travel could have done the same but they didn’t. I would NOT RECOMMEND SNAP TRAVEL to anyone!!”

Helpful Report

Posted 5 years ago

“I booked a hotel in a city impacted by COVID-19, where all hotels were forced to close by the city. My reservation was cancelled as a result. I submitted a claim through SnapTravel the same day. It has now been >2 months without any communication, credit, or refund. I opened a credit card dispute and SnapTravel even had the sheer audacity to deny it and claim they paid the hotel, who has double and triple checked and said they refunded SnapTravel and even called them to notify them. An extremely disappointing and dishonest response during a global pandemic. I will never use SnapTravel again. See below for the gaslighting response from SnapTravel - more smoke and mirrors. As if they would have issued a refund if I hadn't opened a credit card dispute, and openly admitting they are going to take the hotel's money (paid by me) and walk. This is a corrupt organization. Stay away. "Hi there, the reason we can not issue a refund is because you have filed a chargeback on this booking. Since your booking was made through a 3rd party, there are different policies that apply. While the hotel says that they refunded the booking, that was to our travel partner and not us."”

Helpful Report

Posted 5 years ago

“I booked a hotel in a city impacted by COVID-19, where all hotels were forced to close by the city. My reservation was cancelled as a result. I submitted a claim through SnapTravel the same day. It has now been >2 months without any communication, credit, or refund. I opened a credit card dispute and SnapTravel even had the sheer audacity to deny it and claim they paid the hotel, who has double and triple checked and said they refunded SnapTravel and even called them to notify them. An extremely disappointing and dishonest response during a global pandemic. I will never use SnapTravel again. See below for the gaslighting response from SnapTravel - more smoke and mirrors. As if they would have issued a refund if I hadn't opened a credit card dispute, and openly admitting they are going to take the hotel's money (paid by me) and walk. This is a corrupt organization. Stay away. "Hi there, the reason we can not issue a refund is because you have filed a chargeback on this booking. Since your booking was made through a 3rd party, there are different policies that apply. While the hotel says that they refunded the booking, that was to our travel partner and not us."”

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Posted 5 years ago

“They are the complete worst!!!! Do not use them. They use other company's like expedia to book through and they don't always complete the reservation. I booked a hotel with them and with the covid pandemic it took 3 months to finally get a response and that was only after I reported them to BBB for not responding and I contacted the hotel and had a letter from them stating that they rewarded me a refund. Though instead of a refund they gave me credits. I just tried to use the some of the credits on 2 separate rooms and when I showed up to the hotel they had one confirmed and one cancelled room. Instead of helping me they suggested I contacted expedia...which I had no idea at the time they used..to solve my problem. This company is it absolute worst ...do not use!!!!!!!”

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Posted 5 years ago

“Do NOT use snap travel when making a booking. They refused to give me a credit on a hotel booking because it was non-refundable. This was during the Covid-19 pandemic where every airline and hotel was giving credits. Do not use them- it is not worth the slight discount they give you. Book directly through the hotel!!”

Helpful Report

Posted 5 years ago

“I booked a hotel room through snap travel. Covid 19 caused me to have to cancel. I talked to snap travel and hotel. Gave them a confirmation number that was given to me from hotel. There was no cancelation fee and they gave a 100 percent refund. Snaptravel has refused my refund that they had told me over the phone and in a text that they would process my refund. Over 3 months later and I still have not received my refund. DO NOT USE SNAPTRAVEL!”

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Posted 5 years ago

“SnapTravel.com is not honoring their organizations covid-19 refund/ credit policy. I am a disheartened first-time customer that WILL NOT be using their services again. Please note that they WILL NOT honor their policies.”

Helpful Report

Posted 5 years ago

“EXTREMELY DISHONEST COMPANY. They sold me a room for a hotel in a state that has been locked down for months and wouldn't be open during the time of my reservation. I ordered the room on 5/18 (not knowing that the hotel was closed) for the weekend of May 22-25th. The next day, I found that the hotel was closed and so was the rest of the state until at least June 1st. I decided to call SnapTravel to get my reservation canceled. After calling half a dozen times with no answers, I waited a few hours and called back and finally got a rep on the phone (Her name was April) to look into my issue. I got the runaround with her and after requesting to speak to a manager, I was told that they weren't available. After countless attempts to try to persuade the rep to help me, she promised that my issue was going to be escalated and that a manager was going to personally reach out to me to resolve the issue. Spoiler Alert: I did not receive a callback and have not gotten a refund on the reservation. I proceeded to file a chargeback with my bank because this company is clearly taking advantage of people during a global pandemic. They are dishonest and lack integrity like how a business should. If I could give them a worse rating I absolutely would. Do not waste your time with these crooks. Also, if you dive deeper into their online reputation (check their BBB profile reviews) there are dozens of other people who have had the same situation occur. I hope this review helps someone avoid a future headache. Don't let their positive reviews and their mediocre site persuade you into booking through them. Book direct with the hotel if at all possible!”

Helpful Report

Posted 5 years ago

“Do not buy with this company”

Helpful Report

Posted 5 years ago

“PLEASE READ BEFORE YOU BOOK WITH SNAPTRAVEL!!! There are many 5 star reviews of Snaptravel here and when everything works out then yes they have good deals and everything is fine. HOWEVER, when one thing goes wrong (even if it is out of your control) then forget about receiving a refund. My experience is as follows: I booked a hotel to Spain in mid-March. 3 days before I was due to travel, Spain closed its borders due to coronavirus. That same day I contacted Snaptravel to cancel my hotel reservation. They responded with its too late to cancel and your booking is non-refundable. I did not travel. A month later I contacted the hotel to ask if there is a possibility of a refund. The hotel said that due to the country’s lockdown they had to close the hotel for weeks (including the dates of my reservation) and said that they cancelled all bookings and my money is with Snaptravel and I must contact them for a refund. When I contacted Snaptravel they said that they could not refund me because I did not submit a coronavirus cancellation form before my check in date. I proceeded to tell them that I tried to cancel 3 days before my booking but the operator did not mention any cancellation form. They replied with there is nothing we can do. I asked if this form existed at that time then why did the operator not tell me about it? and the operator said it is not the responsibility of the operator to tell you about this form... it is mine. I also said that the hotel had refunded the money to Snaptravel since they cancelled all their bookings and so Snaptravel have taken both the commission and the hotel’s money too! When questioning where my money was, Snaptravel ignored this message and responded with there is nothing we can do and it was my fault that I did not submit this coronavirus cancellation form before my check in date. I searched for this form online and it appears to me that all the coronavirus webpages had been uploaded in April and so I asked Snaptravel if this coronavirus cancellation form even existed when I wanted to cancel my booking. They responded with “the form was created on March 13”... well that’s convenient because that was the same day I contacted Snaptravel to cancel my booking... seems too much of a coincidence to me... Also had I travelled to Spain the hotel would have been closed anyway and when I questioned Snaptravel if this warranted me a refund they ignored my question and replied with “there is nothing we can do”.... they even sent me a message the day before with all my details for check in even if the hotel was going to be closed. This situation was incredibly frustrating!!!”

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Posted 5 years ago

“Do not use snap travel. My boyfriend and I used them for a trip planned for early March. We had to cancel due to the covid-19 pandemic. The hotel kindly offered to give us our money back but snap refused to give us a refund during this incredibly difficult time. They have given us a credit for 800 USD. Obviously we are not in need of a credit, we are in need of our money. People do not have food, are losing their homes, jobs, and health and this company DOES NOT CARE. They JUST got back to us after weeks of calling and emailing them. Support companies that care about their consumers and support us during this difficult time. There is no reason for Snap to hold onto our money.”

Helpful Report

Posted 5 years ago

“Same experience as everyone else seems to be having. Couldn't travel to Italy 3 April and contacted Snaptravel who said they couldn't refund despite international travel ban and directed me to travel insurance. They couldn't assist and sent us back to Snaptravel who then said as the travel date had passed they couldn't process a refund. So I contacted the hotel in Italy who advised that they had cancelled the booking FOC and therefore Snaptravel had incurred no costs whatsoever. Not waiting for a response from Snaptravel but can see that this is probably a fruitless exercise and I'll pursue through Amex. Definitely won't ever be using this company again and would strongly advise anyone else against it.”

Helpful Report

Posted 5 years ago

“No customer service. They offered to cancel my bookings because of coronavirus, but then didn't cancel one, and have not processed any refunds, even though the bookings were at a Marriott property that allows Coronavirus cancellation and refunds. Terrible, non-existent customer service. Never again.”

Helpful Report

Posted 5 years ago

“Do not book with snap travel! They have horrible customer service! They refuse to give us a credit for an all inclusive trip in mid March. There was an international travel ban and my 2 friends and I are health care providers taking care of Covid patients in an emergency room. All we are asking for is a credit, but they won’t even give us that! I will NEVER book with them again.”

Helpful Report

Posted 5 years ago

“I booked a hotel in conjunction with an event in San Diego; when the event was cancelled due to the COVID-19 outbreak, I contacted SnapTravel immediately to cancel my reservation. They refused to cancel my reservation; a month later I'm still engaged in a back-n-forth email exchange and not getting a response. I have requested to speak to someone and still, no response.”

Helpful Report

Posted 5 years ago

“Like so many others, my plans were altered due to Covid-19, and I needed to cancel the hotel reservation I made through SnapTravel. Although the hotel was issuing refunds, SnapTravel just giving me the run around. I have resorted to filing a charge dispute with my credit card company(Capital One.) I will never do business with SnapTravel again.”

Helpful Report

Posted 5 years ago

“CAUTION SnapTravel is cashing in on the COVID-19 epidemic. I had to cancel my upcoming hotel stay at Holiday Inn. After several weeks, I got an email from SnapTravel, "We did our best to negotiate on your behalf but unfortunately your refund request for booking was rejected by our travel partner. As such, our travel partner charged us for your stay. Therefore, we are not able to provide a refund for this booking." I called the hotel, and was told that the hotel canceled the reservation and DID NOT charge for the stay. SnapTravel (or one of their "partners") is holding on to my payment. Avoid this company at all costs! They are absolute thieves.”

Helpful Report

Posted 5 years ago

“Will never use snap travel again! They refused to return our money when Pearl jam cancelled their concert due to the Corona virus. While every other business has stepped up to help during this pandemic, snap travel has made it their business to rip people off. Absolutely awful company and I'm going to make sure I post this on every social media site I can....I have all day long as I am unemployed right now. Dishonest and Shady , STAY AWAY FROM SNAP TRAVEL!!”

Helpful Report

Posted 5 years ago

“During the COVID outbreak, we were forced to cancel. SnapTravel said they were not able to cancel, yet when I talked to the actual hotel, they were baffled because they did not even see my reservation with Snap and they said they were unfamiliar with them at all. The poor hotel wants me to get my refund, yet SnapTravel is acting like there is nothing they can do and they charged the card. This seems ridiculous.”

Helpful Report

Posted 5 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