SuperTravel
Reviews and Complaints

Hi Yahida, Thank you for reaching out to us about your reservation. We are truly sorry to hear that you had trouble with your reservation.

Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page. The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.

Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made.

They will follow up with you as soon as possible. We reiterate our apologies for any inconvenience and we appreciate your patience.

Hi Karen, We appreciate you letting us know about your experience. 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 the VIP add-on feature is always subject to hotel approval. This accommodation may choose to not accept upgrade requests for reservations made through 3rd party platforms, however, that is not the experience across the industry Here is a link to our website, so you can get a better understanding of the conditions of this feature: https://help.livesuper.com/support/solutions/articles/48001209611-what-is-the-vip-program-add-on- We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

We are truly sorry to hear about your experience. In cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending.

This service is offered by your card provider whereby the provider puts a hold of the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, Snaptravel has not charged you and so your card processor will release the hold placed. The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy.

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.

Hi there, we are truly sorry to hear about your most recent experience. 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.