Super.com Reviews

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

4.5 Rating 6,007 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 6,007 reviews

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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Warning!! Snaptravel are not affiliated with hotels they advertise and sell rooms that are not available. Booked a Best Western with breakfast through them. No booking recorded and the Best Western doesn't even offer breakfast. They promised it would come through so the hotel put me up in a room. No booking was ever received and on check out I had to pay the hotel for the room. Snaptravel did eventually refund my initial booking but would not cover the difference in cost which was significant. They also said they would pay me $25 in compensation for the missing breakfast, however they have reneged on this as well. I would not have stayed at this hotel if they had been up front about not being able to honor the booking. This is not a reputable company and if you dont want to arrive in the middle of the night with no booking and no room then stay away from this company. Regards”

Helpful Report

Posted 4 years ago

“SnapTravel IS A SCAM! Made a reservation through SnapTravel but when I arrived at the hotel they said they had the reservation but it was not paid so I paid again. The next morning I woke up to find BOTH charges on my account. No customer service person to speak to...only chat. After chatting with 3 different “people” I was told there was nothing they could do and to take it up with the hotel. Terrible customer support”

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Posted 4 years ago

“The worst service I ever had!! I Booked a hotel in Brighton and due to Hotel closure I could stay on the chosen hotel. However they they were not compelled to make a new reservation at another hotel, I waited more than a week and nothing. At that time the hotels had already become more expensive and I had already bought the tickets. I had to make another reservation and until today they did not return the money for the first reservation.”

Helpful Report

Posted 4 years ago

“Snaptravel is a scam. DO NOT BOOK WITH THIS SERVICE. Without notice they cancelled my reservation B_2894682 and kept my payment. Upon chatting, emailing and calling repeatedly, no one ever helped me. All I’ve got was the run around about why they couldn’t refund my money due to the hotel denying it. EVEN THOUGH I had written proof that was a lie.”

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Posted 4 years ago

“One star because there is no option of none!!! Used to be 5* as I used them previously with no problems and even highly recommended them to friends and family. I would even always check with them first before going anywhere else! I booked a holiday since last year where I received booking confirmation 'as its their 100% guarantee' and the hotel hasn't acknowledged it. Given it was plenty of time away I have been patient with them and liase with them everyone 3 months or so and was assured by several agents that the booking is active and it will be displayed closer towards towards time....the same scripted was used over and over again. I was given empty promises with two booking confirmations. To find out they cancelled one my booking with no warning, no reason and no refund and haven't bothered to contact me regarding it. Yet my other one is active and the hotel still hasn't seen in on their side. Still somehow they are reassuring me that someone will reach out. I'm traveling in less than 3 week and I don't want to travel across the world and be stranded with my family. Don't bother booking with them. They take no accountability with their booking and keep saying they need to confirm things with travel partners 'for over a year'.”

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Posted 4 years ago

“I have repeatedly called to get the $772 I was charged for a reservation I cancelled within 30 minutes of making it and confirmed that the hotel had already cancelled my reservation due to the room error and the snaptravel agent said I would see my refund within 7 days. After I made alternative reservations and returned home, snaptravel is refusing to return my $772???”

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Posted 4 years ago

“refused to do any changes or honor any future credit reservation. Horrible and rude customer service”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. We've reviewed your case and as your booking is non-refundable, non-amendable, we are not able to cancel or modify any booking details. Please note that this policy was made clear on the booking form and later on the confirmation page. We thank you for your understanding and apologize for the inconveniences caused.

Posted 4 years ago

“I made a booking just prior to COVID shutting everything down. I was issued a credit of $179. Now, a year later and having been unable to use it, I’m told my credit has expired. They kept my money and I got nothing. Their website is awful if you need anything requiring human response. And the response I got using FB Messenger was inexcusable. Bot or human, the responder was a smug smartass. Do NOT use this service.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. We've gone ahead and reviewed the case and in good faith, we've extended the deadline for your to use your credits. Please note that the new expiration date for you to use your credits is April 6, 2022. Apologies for the inconvenience. If you have any further booking inquiries, please return to your original chat thread and type "Agent". At that time, you'll be connected to one of our 24/7 live agents who would be more than happy to assist you.

Posted 4 years ago

“I booked a room but didnt tell me that the hotel doesnt take paypal or cash app to hold for deposit an would not refund me....”

Helpful Report

Posted 4 years ago

Hi Carlos, thank you for reaching out to us and we're sorry to hear about your experience. We've reviewed the cancellation policy associated with your booking and it's non-refundable and non-amendable. Unfortunately, this means that we're unable to make any changes to your booking, including changing the dates. In situations like this, the hotel management is entitled to enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property. If you have any questions about their policies, we recommend discussing them directly with hotel management. Apologies for the inconvenience.

Posted 4 years ago

“This company is a bunch of thieves beware! You are entitled a full refund however they will not give it to you, they will take your money and force their 'credits' that you never agreed upon. Stole my 6”

Helpful Report

Posted 4 years ago

Hi Kenny, thanks for reaching out and we're sorry to hear about your experience. Kindly note that since the deadline to receive a refund has not passed, we have cancelled the credits on file and issued a full refund to your account. You can expect to see the funds in your account within 2-3 business days, depending on your bank. Apologies for the inconveniences caused.

Posted 4 years ago

“Booked hotel through them and subsequently Brisbane region had a complete lockdown due to COVID. The hotel was happy to refund the money in humanitarian grounds but Snaptravel did not refund us the money. Do not book through them unless you want to be cheated like us”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. We've reviewed your case and it appears that due to the restricted policies of our travel partners, the request was still declined. Kindly note that as a 3rd party, our negotiation for a refund isn't always directly with the hotel. We have to involve a number of partners, who can be very strict about the non-refundable terms of the booking. An unsuccessful request for a refund is not an outcome that we like, but unfortunately, we have to abide by the policies of our partners. Thank you for understanding.

Posted 4 years ago

“Terrible experience with Snaptravel. The hotel could not find my reservation because the confirmation number I️ had from Snap was not valid. When I️ contacted Snap, the representative also had no confirmation and had to call another travel company to get it. After nearly 45 mins they text me a confirmation number. When the hotel pulled up the reservation it was for a “Mr” (I️ am a woman) with a foreign address. I️ have no idea why. I just know this caused me nearly an hour at the hotel front desk to get resolved. Very frustrating. I️ will not use Snap Travel again.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that our Urgent Care team was able to work with the hotel to locate your reservation within their system. We understand that this was not the ideal hotel experience, and we apologize for the extended delay you faced in checking in.

Posted 4 years ago

“I will never use them again. We made a booking and then had to cancel because of a Covid scare, as my daughter is a kidney recipient and on immune suppressant drugs. They would not let us change dates or cancel. I called the hotel and cancelled with them. Snap travel still would not reimburse. Disgusting and immoral.”

Helpful Report

Posted 4 years ago

Hi Stan, thank you for reaching out to us and we're sorry to hear about your negative experience. Please note that we work with many travel partners to provide our guests with the best deals on hotel rates and we do not always work directly with the hotel. Upon reviewing your case, our Amendments team reached out to our travel partners to negotiate your refund request, however, the request was declined. As a result, we were charged for the full amount of the booking and therefore, unable to provide you with a refund. We understand that this is not the outcome you wanted nor what you expected, however, we're unable to move any further with this case. Apologies for the inconvenience.

Posted 4 years ago

“Do not book with Snaptravel. They don’t care how much money you lose because of a national lockdown causing you impossible to fly. Booked a hotel in Portugal to attend a family member’s wedding in the first week of June 20 before the first lockdown in the UK but it was cancelled due to the lockdown. Contacted Snaptravel to cancel my booking but they told me to contact the hotel directly which refused to deal with third party bookings. I submitted a credit note request to use for future travels instead on the Snaptravel website but they refused to provide. They said they’re only a third party travel agency whose money was charged to book the hotel on my behalf and the hotel wouldn’t refund the amount I paid to them so they wouldn’t give me credit notes or a refund. Very irresponsible and unprofessional, not reliable nor worth your money. Pay a couple tenners more and book with a reliable travel company. I lost £420.49.”

Helpful Report

Posted 4 years ago

Hi Kim, thanks for reaching out to us and we're sorry to hear about your experience. We've reviewed your case and it looks like you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider. We cannot access your account and any resolution must continue through your financial institution. As your bank has already withdrawn the funds from our account, we are not able to take any further action. Please get in touch with them for any updates on the status of your dispute. Apologies for the inconvenience caused.

Posted 4 years ago

“Half of the lights in the room we’re not working. The lock latch on the door was missing. I just did not feel safe in the room without the lock latch.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative hotel experience! As 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 is most effective to take concerns directly to the hotel management. Apologies for the inconvenience.

Posted 4 years ago

“I paid extra on snap travel to get a better room but the actual hotel had me in the worst room and Snaptravel wasn’t willing to fix it. It took them a month to Look into it so now prices have gone up and I can’t cancel. The only way to talk to someone is through text and they just say we’re looking into it for over a month and the hotel can’t do anything about it.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that our team is still working on your request. This can take some time because we need the approval of both the hotel and our travel partners to make sure everyone's on the same page. We apologize for the wait. For immediate assistance, we ask that your return to your existing chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist.

Posted 4 years ago

“Regina May and this company left me and my sons stranded and DID ABSOLUTELY NOTHING FOR ME. Regina May I ask you questions and you just go quiet will definitely call BBB far as I’m concerned two boys will go cold and hungry. Thanks Snap travel and REGINA MAY”

Helpful Report

Posted 4 years ago

Hi E'lann, thanks for reaching out to us and we're sorry to hear about your experience. We've looked at the cancellation policy in your booking and its non-refundable, non-amendable. This means that we aren't able to make any modification to it, including changing dates. Kindly note that this was stated on the booking form and later on the confirmation page. For immediate assistance, we ask that you return to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist.

Posted 4 years ago

“Well the problem wasn't really with SNAP travel it was with the link hotel on sunrise in Fort lauderdale. I had a disagreement Saturday night with the security guard it was an ongoing feud I was not allowed to leave my room or walk around the premises after 9:30. Which I thought was absolutely ridiculous so I was in my room which is right off of the parking lot and I was standing at my door shaving with an electric shaver cuz it was so smelly of mildew inside the apartment I tried to keep my door open and this security guard told me that I had better get back into my room and then I went off on him they said I had to leave and I said why would I have to leave I paid up I just booked an additional two more days and I have nowhere to go and so they called the police and had them escort me out I had one half hour to pack the security guard did say to me when I was in the lobby don't you worry I'm going to get you out of here. And now they're keeping the Saturday night charge because I checked out or was thrown out i repeat thrown out into the streets with no pre-planned plates to go. What a joke.”

Helpful Report

Posted 4 years ago

Hi Joseph, thanks for reaching out and we're sorry to hear about your experience. In situations like this, the hotel management is entitled to enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property. If you have any questions about their policies, we recommend discussing directly with hotel management. Apologies once again for the inconveniences caused.

Posted 4 years ago

“I would double check any bookings with this company and read the complaints against them on BBB. I booked a 3 night stay in Jasper, With the booking to be totally refundable if done by a certain date. Which is fine, I cancelled the reservation 2 days before Using the cancel button provided with the reservation A message popped up Your reservation was cancelled Good I thought that is done ✅ I checked my emails and never got a confirmation message that it was cancelled which was odd. I contacted a representative He stated that my reservation was non refundable Even though the reservation clearly stated refundable. He basically said sorry but it’s not I argued the transaction via my credit card and will see what happens”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that you did not cancel the reservation. And because the deadline to cancel with a refund has passed, the booking is now non-refundable, non-amendable. We are not able to make any modifications to it and a cancellation will not result in a refund. This was communicated on the booking form and later on the confirmation page. We appreciate your understanding and apologize for the inconveniences caused.

Posted 4 years ago

“They are a scam!!! I booked two nights in a hotel in Mexico with a flexible option to be able to cancel due to this covid uncertain times. reservation code: B_2738629 However when I got my reservation email it said it was non refundable and I couldn't change de dates either. I had specifically paid extra to be able to cancel, and then it was all a scam. I tried to contact the snap travel team but I was unable to talk to a human.”

Helpful Report

Posted 4 years ago

Hi Camila, thanks for reaching out and we're sorry to hear about your experience. We've looked at the cancellation policy on your booking, and it's non-refundable, non-amendable. This means that we can't make any changes to the reservation, including changing the dates. This was stated on the booking form and later on the confirmation page. Sorry for the inconveniences caused. For immediate assistance, we ask that you return to your existing chat thread and type in "Agent," where one of our 24/7 live agents will be happy to assist.

Posted 4 years ago

Super.com is rated 4.5 based on 6,007 reviews