Super.com Reviews

Name: Super.com
Address: -, San Francisco, California
Rating: 4.45

4.5 Rating 6,077 Reviews

87 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 6,077 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 81%
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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hi we are extremely sorry to mention about extra charged by super and still don’t know how to directly contact and be email”

Helpful Report

Posted 3 months ago

“It was so traumatizing and I couldn't talk to no one about it after this investors left me handicapped by taking my 25,00$ stopping me from withdrawal of my hard earned money. My search for redemption begins after a very close associate of mine told me about olive Recovery Specialist and I saw a lot of reviews myself and testimonies about them, finally reached out and to my greatest surprise what I thought was impossible became possible and mind blowing. I will forever share their good work cause they saved me at a time I needed it most. You can contact them through via (WhatsApp) ‪+44 7438 6 87 236 Email : sharon—recovering—experts @ gmail . com”

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Posted 11 months ago

“I booked an 8-day all-inclusive stay through Super.com for on 06-02-2024. Everything seemed fine at first, but then the issues started. On 03-04-2024, the hotel told me there was no all-inclusive booking under my name. I contacted Super.com, and on 08-04-2024, employee nr.1 from customer support said he was talking to the hotel to sort it out. But on 14-04-2024, employee nr.2 told me they couldn't handle it directly with the hotel and offerd me to pay for the upgrade myself and then get reimbursed. I found out from the hotel that the all-inclusive upgrade would cost €50 per person per day, totaling €700 for our stay. I let Super.com know we were okay with this, and employee nr.3 confirmed on 17-04-2024 that they just needed the invoice for reimbursement. I sent the invoice via their "Amendment request" as requested by them on 20-05-2024, and employee nr.3 confirmed the reimbursement was processed. However, I never got the money. On 27-05-2024, I followed up and was told by employee nr.4 on 28-05-2024 to contact my bank. My bank confirmed they hadn't received any money, so I informed Super.com again. On 31-05-2024, employee nr.4 told me the original booking was canceled and asked for my PayPal details to refund the remaining amount (that is a few hundred euro's). I sent my details immediately but still haven't received any reimbursement. Despite being very polite and contacting them. I'm really sorry to have to write this negative review because the communication with Super.com has always been pleasant. My goal isn't to bash the company, but I just want the amount reimbursed that was promised before our trip. If I hadn't been offered this refund, I could have canceled the booking. This whole situation has been very stressful, especially since I had an important surgery shortly after returning from the holiday. This has caused significant financial strain, and the delay in getting the promised refund is making things worse. Super.com needs to fix this and make sure customers get the support and refunds they're promised. The repeated miscommunications and delays are unacceptable. I hope sharing my experience will lead to better service in the future. Thanks for reading!”

Helpful Report

Posted 1 year ago

Hi Romy, Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers. Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. Upon checking, our Support Team has already refunded your original booking with us in full last May 31, 2024. In this case, the remaining refund has been issued to the PayPal account you have provided, and it usually takes 1-2 business days to be processed. Please refer to the email we've sent for the exact amount. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe. We value your feedback, and as a demonstration of our commitment to continuous improvement, we're delighted to offer you a credit to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a future stay. The credit is already available for your use. We appreciate your understanding in this matter.

Posted 1 year ago

“Booked rooms for 3 nights at Generator Miami hotel. Super.com didnot mention of hotel resort fee. So I was surprise when the hotel charged $32 resort fee per day per room. When contacted super.com to let them know and sent them the screen shot that super.com didnot mention it, super.com agent said hotel can charge whatever they want and they cannot do anything about it. If I had known of this resort fee, I would booked else where with either better location or free breakfast with overall cost the same.”

Helpful Report

Posted 1 year ago

Hi Nguyen, Thank you for bringing this to our attention. We understand that encountering unexpected fees can be surprising. It's important to note that hotels often have standard practices of charging a mandatory deposit and/or resort fees directly to guests. Please note that the listing did include the room rate and hotel fees in their listing. Super Travel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card or in the hotel's terms and conditions section, both pre-booking and in the customer's voucher post-booking and payment receipt. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion. Upon reviewing our resources, we confirmed that it is indicated to our booking page under terms and conditions that there is a mandatory resort fee + 14%tax per room per night is not included in the rate and is applicable and payable directly to the hotel upon arrival. 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. We hope this explanation clarifies the situation.

Posted 1 year ago

“Great pricing, but be sure and check every detail before hitting confirm. Was prompted to add a tip to my reservation $335. Which is outrageous since I did not get any assistance from anyone during my online booking. I specifically made sure No Tip. When my credit card purchase went through, there was a $335 Tip charge. Such a scam! Called the company and they said that they would issue a credit for the tip charge. Still waiting for the refund. They will take your money immediately, but trying to get it back is another issue. Be very careful when booking and double check every aspect of your purchase before confirming. Hopefully this is the only issue I will have with this company. I will update my review when I get my refund back”

Helpful Report

Posted 1 year ago

Hi Pamela, Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. We're here to clarify any confusion regarding the tip added to your booking. Please understand that the tip is added during the check-out process and might have been selected accidentally. We certainly didn't intend for you to feel that it was added deliberately. We've checked our records and see that our Support Team has already processed the refund of your Tip back to your account. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe. We trust this explanation provides clarity on the matter.

Posted 1 year ago

“When I arrived at check in time the room wasn't ready. We eventually got to our room and the Air conditioning was not working. It was so hot in the room. I contacted Supercom and I was told it's not their problem and there is nothing they can do. Terrible Customer Service. I will never use this company again!”

Helpful Report

Posted 2 years ago

Hi Maureen, Thank you for reaching out to us regarding your feedback. We are sorry that the hotel experience was not the best. However, it is true that we don't have a control over the hotel quality as we are not the hotel but a bookign service you booked your room through. While, we are not trying to mislead any one here, we have procedures in place to minimize hotel quality issues. Please reach out to the hotel directly and have them provide a written confirmation regarding any compensation and we would be happy to take a look into it. Regards

Posted 2 years ago

“Use at your own risk. SuperTravels books through other third parties (like Expedia), making customer service messy and difficult. You’ll get a new chat agent every time you ask for support, and May get conflicting information from them. There’s no phone number to call for help either. Overall it’s not worth the risk and headache. In my specific situation, I made a hotel reservation through SuperTravel and realized immediately I had booked the wrong dates (I booked for starting Oct 29 instead of Oct 22). SuperTravel told me to contact the hotel for help. The hotel told me to contact Expedia, since apparently SuperTravel booked through Expedia. Expedia needed my Expedia confirmation number, which only SuperTravel had. SuperTravel refused to give me this information. I don’t know why. A SuperTravel agent did however commit to helping me amend or cancel my reservation, and told me a ticket had been filed with the amendments team. I reached back out the next day and was told there was no ticket filed and they couldn’t help me. I replied to an email from a SuperTravel supervisor and got no response, and was told by a separate agent my case was closed. As a result of all this I had to make a completely separate booking with the hotel, am out $600, and the hotel has a reservation for the weekend no one will use. I’d book with a bigger name agency or the hotels themselves. It’s not worth the risk something like this mess will happen again.”

Helpful Report

Posted 3 years ago

Hi Marissa, We regret to hear how you feel about our service. Our hotel rooms are sourced from different partners including Priceline, Booking, Hotels.com, etc...as well as wholesalers, 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 information is included on our site. We are truly sorry to hear about your most recent experience with our Support team. 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 also does not forward any email/communication from the airline, e.g. online check in information, requests to update traveler information etc, so you have to deal with that when you are at the airport. After paying, I received a confirmation email with the e-tickets, and 2 days later an email from an unrelated email address that just said "your flight will now be operated by United", without refering to which flight this is about.”

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Posted 3 years ago

Hi Kenneth, we are truly sorry to hear that you had trouble with your flight. As this review is about flights, please connect with our flight team at 1-833-600-5830. They are best equipped to can help answer your question about your flight reservation. Apologies for the inconvenience.

Posted 3 years ago

“good deals, terrible customer service. If you are outside of the cancellation window you cannot change date. In times of covid when things are subject to change- I was not able to get in touch with their customer support. I was just directed to help page. I was not looking to cancel but change dates and the only option is to cancel and rebook. First time using the service, liked the layout and prices but wont use again.”

Helpful Report

Posted 4 years ago

Thank you for the review! 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 4 years ago

“The hotel could not find my reservation. They need told us they had a gym or a restaurant with a beautiful view on the tenth floor. The front desk was not welling I had to ask how to switch room my room was so loud from the traffic on the street.Snap travel it self was great sent text update and welcoming message via text.”

Helpful Report

Posted 4 years ago

Joshua, thank you for the review! We're 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. We're so happy you did enjoy our service!

Posted 4 years ago

“If you cancel your reservation..you best cancel with both Snap travel and hotel to get money back! I was unaware I needed to cancel with snap travel when I cancelled the day I was suppose to! I cancelled with hotel..when I went to inquire about my refund from hotel, was informed I needed to get intouch with snap travel..First customer service rep I spoke to said Nothing she could do for me since I didn't call them! All she kept saying was she was sorry! No customer service at all! Got a rep on text that helped me with one refund but tried to tell them I had 2 reservations that needed refunded! Got a different rep and told that ticket could not be reopened! I contacted next day and was told AGAIN there was no information on second reservation and nothing they could do! Bottom line.. Bad customer service if you need help with refunding after cancelling!”

Helpful Report

Posted 4 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 4 years ago

“We booked a two night get away at the Hunter Valley but live in Sydney and due to a global pandemic we are unable to attend. Ideally it would be good to reschedule or receive a portion of our money back but we have been informed that won’t be the case. Very disheartening, what started out as a great deal has turned into a great headache.”

Helpful Report

Posted 4 years ago

We are sorry that you cannot use your reservation. As we are unable to identify your booking through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 4 years ago

“They was under construction rite under my room...banging all fuking nite. Then i get up next morning to take a shower to go to work and there wasnt any towels or washrags. Worst experience ever. Couldnt go to work. Drug and whore motel”

Helpful Report

Posted 4 years ago

Hi Teresa, thanks for reaching out to us and we're sorry to hear that you're disappointed. Because we're a booking service, the policies of the hotel are out of our control. In cases like this, we have found that it most effective to take concerns directly to the hotel management. For how to process, please view our help page. Thank you for your understanding.

Posted 4 years ago

“Was easy to book but was non refundable on room wont.be doing that again”

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Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Kindly note that the cancellation policy is stated throughout the booking process and later on the confirmation page. We appreciate your understanding on this matter.

Posted 4 years ago

“They charged me for my rooms, after reviewing my receipts. I found that I was charged a room rate. I have been waiting for the financial office to contact me. Do we can resolve the issue.”

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Posted 4 years ago

Hi Robin, thanks for reaching out and we're sorry to hear about your experience. We kindly ask that you get in touch with your bank regarding this matter and check to see whether you have any charges from Snaptravel. Please note that only the card on used to make the reservation will be charged. If you require immediate assistance, we kindly ask that you return to your original chat thread and type in "Agent," where one of our 24/7 live agents will be happy to assist.

Posted 4 years ago

“My card was charged $99 when my room was only around $84 with tax when I spoke with the hotel front.”

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Posted 5 years ago

Hi Joo, thank you for reaching out to us. 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.

Posted 5 years ago

“we had booked for 7/29/20 and we had in emergency so we call to cancel or at lest chance the date but It just took 30 mints on the phone and the did not cancel or change the date”

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Posted 5 years ago

Hi there, very sorry to hear about your negative experience. Can you please send us your booking confirmation number so we can look into this for you?

Posted 5 years ago

Super.com is rated 4.5 based on 6,077 reviews