Name: Super.com
Address: -, San Francisco, California
Rating: 4.49

“I recently had an incredibly frustrating experience with Super.com while attempting to book a hotel reservation for November 8th. The ordeal was so exasperating that I felt compelled to share my ordeal, hoping that no one else falls into the same trap. Booking #B_11915596 The fundamental issue I encountered with Super.com was the alarming level of deception on their website. The booking process was utterly misleading and left me feeling scammed. As soon as I selected the hotel I wanted, the website swiftly directed me to the payment section without a chance to confirm my booking details. Before I knew it, I had paid for a hotel reservation on the very same day I intended to stay, despite my explicit selection of November 8th. I immediately realized the error and attempted to rectify it by contacting their customer service. However, this presented another challenge. It took several attempts to reach a live representative, which was incredibly frustrating. When I finally got through, the individual I spoke to was unable to resolve my issue. This lack of effective customer support only added to my mounting frustration. The crux of the problem lies in the website's design and functionality, which makes it extremely easy for users to inadvertently book the wrong date. Super.com's website is designed in a way that appears user-friendly, but it masks its true intent – to trick unsuspecting customers into making erroneous bookings. It leaves little room for users to review their selections and confirm their choices before proceeding to payment. In sum, my experience with Super.com was nothing short of a nightmare. The combination of their deceptive website design and the lack of responsive customer support left me feeling duped and frustrated. I sincerely hope that by sharing my experience, others can avoid falling victim to this misleading platform. My advice: approach Super.com with extreme caution, and double-check your reservations meticulously before clicking that payment button.”

Helpful Report

Posted 5 months ago

Hi Gerardo, We are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research. Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, room details, meal plan and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation. 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. Please note that you booked a non-refundable stay, which limits our ability to modify or cancel it without the hotel's approval. 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. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies. If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts. We hope we have clarified your doubts and concerns.

Posted 5 months ago

“While Super.com may initially catch your eye with their competitive hotel booking prices, my experience with their customer service has been nothing short of disappointing, disorganised, and, most significantly, exorbitantly costly. I found myself with a problem when my friend and I mistakenly booked hotel accommodations for the wrong dates. With our travel date fast approaching, we knew we needed to rectify the situation as swiftly as possible. Super.com offered a glimmer of hope, stating that, for an administrative fee and pending the hotel's approval, they could attempt to amend our reservation. We were told that their amendments team would liaise with the hotel on our behalf. However, this is where the ordeal began. For an entire week, we received no updates, despite sending follow-up emails. Frustrated and running out of time, I decided to call the customer service team using the phone number displayed on the Super.com website. Little did I know that these calls would cost me a whopping £555 ($689), a fee that was never disclosed beforehand. During those excruciating days leading up to our trip, I made a total of nine phone calls to Super.com, mostly spent waiting on hold or in a queue. To make matters worse, it turned out that no one from Super.com had actually contacted the hotel on our behalf, as they had claimed in their email and on the phone. I personally reached out to the hotel, only to find out that they had no record of Super.com's communication. This blatant misrepresentation of their efforts left us bewildered and frustrated. After numerous phone calls and conflicting information, we received an email from customer services stating that they could not amend our booking, even with the hotel's approval. Instead, they suggested that we contact the hotel ourselves to request a refund and then obtain written approval to send back to Super.com. This was a stark contradiction to the information we had initially received. Exhausted from the runaround and time constraints, we had no choice but to change our plans and book new flights to accommodate the existing reservation. To our surprise, shortly after our decision, we received yet another email from a different Super.com representative claiming that they were diligently working with the hotel to change our dates and were awaiting a call back from the hotel. This sudden change in stance only added to our confusion and frustration. While Super.com's customer service can be reached via email, their response times are painfully slow, rendering meaningful communication nearly impossible, especially when time-sensitive travel plans are involved. Moreover, the misinformation they provided about their communication with the hotel demonstrated a lack of honesty in assisting us. While we acknowledge our initial mistake, it was Super.com's initial assurance that they could assist us (for a fee) that led us to persist in seeking their help. The eventual revelation that they couldn't provide the service they had promised was not only immensely frustrating but also costly, as evidenced by my shockingly high phone bill. I have submitted this complaint to Super.com, and despite more than a week passing, including a follow-up email, I have yet to receive any response from them regarding this matter. I am also exploring my consumer rights regarding the undisclosed call charges incurred. I remain open to discussing this matter with Super.com if they respond to my emails”

Helpful Report

Posted 7 months ago

Hi Jack, 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 been escalated to our Corporate team who will follow up with you as soon as possible. Regards

Posted 6 months 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 3 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 3 years ago

“I always make the booking through this site. No issues until I cancelled the fully refundable booking. I made the 2 fully refundable bookings and cancelled it within half an hour. I got charged £40 per booking. It hasn’t mentioned anywhere there is a fee to pay. That defeats the purpose to make fully refundable booking and don’t get the full refund. I would never use them again. Not reliable at all when comes to pay the refund.”

Helpful Report

Posted 6 months ago

Hi Tanya, Thank you for your feedback. Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable. When booking a flexible rate, you are entitled to a full refund if you cancel within the grace period, regardless of the reason for cancellation. On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, these are under specific conditions and the upgrade cost is understandably non-refundable. For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ We hope this clarifies the reservation policies for you.

Posted 5 months ago

“Scaaaaam scaaaaam scaaaam scam scam scaaam”

Helpful Report

Posted 7 months ago

Hi Karine, We are sorry to hear how you feel about our service. 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 assist you. 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 6 months ago

“I am very dissatisfied . I booked a hotel in Fargo ND. I paid by credit card , when I arrived at the hotel , at reception they said : my reservation had been canceled. I had to pay a second time for a two -day stay. I am asking for my money back. how to contact customer service of Super.com ?”

Helpful Report

Posted 7 months ago

Hi Chris, 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 been escalated to our support 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 6 months ago

“Booked my reservation last Sunday B_11289295, on Monday called to hotel to confirm and was told super.con cancelled my reservation. They charged my credit card too. I have been calling them since Monday trying to get a resolution with no success. I will be posting on Instagram to thousands of my followers to avoid this company like a plague. I will also report them to Trivago where I found them and flag them as the biggest scam. And I will be contacting my bank and cancelling the charge. I am so upset, Friday is my husband bday and we were going to spend the night in downtown Chicago and now I don’t have a reservation, wasted time with them and now prices are skyrocketing. Please if you see Super.com anywhere RUN, YOU WILL BE SCAMMED.”

Helpful Report

Posted 7 months ago

Hi Inna, Thank you for reaching out to us about your reservation. 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 6 months ago

“This is the closest thing to stealing money by a corporation, or get a lawyer to read their bylaws very carefully.”

Helpful Report

Posted 7 months ago

Hey Tom, We apologize for any negative impression you may have formed about our service. We can assure we are a legitimate company that has been featured in many reputable publications, including Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. Can you please elaborate on your specific situation? Please include a valid reservation ID and email address used for booking. This information will help us investigate and resolve any problems effectively.

Posted 7 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 7 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 7 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 7 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 7 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 8 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 8 months ago

“Don’t use this company. Make sure you contact the hotel first before pay. I book the hotel. But when I went to hotel it was nobody there to check in. And I call customer service there said they can’t do anything and can’t refund money. I have to contact the hotel by myself. The hotel have a sign open. But it was nobody there. I try to find another place but they all full. I end up sleep in the car in that night. Really bad experience. I went back to the hotel on the next day. Still no one there. They both Scam. How they let you book the closed hotel and refuse to refund money.”

Helpful Report

Posted 8 months ago

Hi Lek, We are truly sorry to hear about your most recent experience with the accommodation as they did not have staff to check you in upon arrival. 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. 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 8 months ago

“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 8 months 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 8 months 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 8 months 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 8 months 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 8 months 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 8 months ago

“I did a reservation for a Hotel in Guadalajara Mexico for for three nights, when I arrive at the hotel, they tell me that there is no reservation in my name and also the hotel was completely full, so I contacted Super Travel, by phone. They told me that they were going to help me and that they would solve my problem, looking for me another Hotel, so I waited a few hours in a restaurant. At the time they contact me, they tell me that they cannot contact the hotel and that at the moment they cannot get another hotel. So I told them that if I made a reservation through Expedia they could reimburse me, and in an email I sent them the receipt and they accepted, they commented that in 72 hours they would return the money from Expedia. Two days go by and I receive an email from the Super Travel company, saying: we cannot refund your money since you never arrived at the hotel without checking in. I contacted them again by phone and asked them why they were giving me false statements saying that I had never been to the check-in. So I contacted the Hotel directly and spoke to the person at the reception who had attended me when I wanted to check in. I talked to him and he told me that he was going to send me a letter saying that I was at the hotel and that when I checked my reservation, it did not exist. The Hotel also send the mail to the company Super Travel. To date I have not received my refund and I have sent eight emails and dialed five times by phone and the ineptitude of the staff does not know how to tell me what is happening! They just stole my money!”

Helpful Report

Posted 1 year ago

Hi Jesus, Thank you so much for reaching out. 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.

Posted 1 year ago

“Beware of SuperTravel it’s big group of scammers they stealing money of people around United States I booked 4 nights a hotel on this website for $553 and I bought cancellation assurance for $56 just after 16 hours I have home emergency I filled up refund form they declined then I called customer service they said we can’t do anything I emailed them they said we do not refund your money I asked for supervisor they said no,They stolen my money,It’s fake company beware beware beware of them.”

Helpful Report

Posted 1 year ago

Hi Kardo, Thank you so much for reaching out and we are so sorry to hear about your experience. Kindly be advised that the enhanced refund policy has a set of acceptable reason for cancellation requests, thus the reason provided may not have been listed as one of the valid reasons. Please note that we have initially received no information that you had a home emergency. In this case, may we ask to provide us more information via our support email at travelsupport@super.com? We will be more than happy to assist you further. Thank you and we look forward to hearing from you.

Posted 1 year ago

“I booked a hotel room with SuperTravel on December 12, 2022. I checked their website thoroughly and found the price attractive, so I booked with them. I knew that some platforms include the city taxes in their reservation fee but I needed to make sure so I asked the support staff about it and they reassured me that there were no other "surprise fees" at my check-in time. (I can provide screenshots that I asked about the city tax and the agent confirmed that what I asked for is the "city taxes" and that there are no other taxes and fees) When I arrived at my destination hotel, I was asked for an extra 48€ as "City tax" and when I asked the SuperTravel support about it, they just changed their mind and replied that the city taxes are not included in their price. I sent screenshots to their support agent (Of the time the other support agent told me: "Please note that the fees on your reservation include the room rate and taxes and fees" after confirming that my question was about city tax) and they simply said: "Sorry for the wait. As a previous representative tell you, "Please note that the fees on your reservation include the room rate and taxes and fees". This is what I'm telling you about the SuperTravel taxes and fees. City tax is a different thing." So I conclude that the prices on their websites, at least in my case, are not real and you might incur additional fees. I strongly advise you against booking with this website, they are trying to mislead you with incorrect prices and information. Always double-check the costs and fees with the hotel before you travel.”

Helpful Report

Posted 1 year ago

Hi Amir, 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 will reach out to you directly as soon as possible.

Posted 1 year ago

“I booked a trip through snaptravel over a month before my trip. 2 days prior to my departure, I received an email from snaptravel saying I can't stay at the hotel I booked because it was closed due to covid. The first issue is them waiting so long to notify me of this issue. Only giving me two days doesn't seem fair. The second issue is, that they lied. I went to the hotels website and booked a room through them after receiving the message from Snapchat travel. Clearly they weren't closed. I would use a more reputable site, such as Expedia or TripAdvisor. Snaptravel is a scam in my view. Use a different service.”

Helpful Report

Posted 2 years ago

We are truly sorry to hear how you feel about our service. 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. 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 confirm with our travel partner why it was reported the accommodation was closed. Thank you.

Posted 2 years ago

“I booked a hotel in Manhattan for 2 nights and called the hotel the day before to ask for an early check in.. Well the hotel is not even open!! Had I not called, I would’ve shown up to a closed down hotel! So I called the company and they said “oh we will fix this for you and give you another hotel, we will call you back to book”…… Nope! They never called back and when I persistently called hour after hour, they sent me a text saying “we refunded you money” good luck…. I didn’t want a refund! I wanted a new hotel.. 12 hours before check in! Seriously? You really screwed me and offered, get this… a 20% credit towards another booking on their BS site.. except.. the prices of hotels the night before is like twice the cost as it was when I first booked during the troubling covid times…”

Helpful Report

Posted 2 years ago

Hi Mike, Thank you for reaching out. We sincerely apologize for the inconvenience caused. It does appear that this issue has been resolved and you have been issued a refund. You can expect to see that back on your card in the next 2-3 business days if you have yet to receive it. That said, we will definitely need to continue our follow-up with the hotel for added context as to what caused the disconnect, in an effort to prevent this again in the future. Thank you for your patience throughout! Regards, Corporate

Posted 2 years ago


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

Super.com Reviews