Company responded
Mustafa A Ojd

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Verified Reviewer

Resolved: Unintentional Super+ Membership

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Updated by user Mar 22, 2024

Company fixed the issue and I have been provided with apology.

Original review Mar 20, 2024
Dear Customer Service,
I made a reservation at Urban Lodge Hotel -Arlandaweg 10 Amsterdam Noord-Holland NL- with the Confirmation Number B_1335****. It appears that I have inadvertently signed up for a Super+ membership during the booking process.

I realized this when an amount of $14.99 was charged to my account on March 16, 2024.
Please cancel this unintentional membership and issue a refund for the $14.99 deducted from my account. I attempted to cancel the membership myself via the link https://help.super.com/support/solutions/articles/155000****40-how-do-i-cancel-my-super-membership- , but the cancellation option was not visible on the page that opened.
Therefore, I kindly request the termination of the Super+ membership associated with my name through this email.
View full review
Loss:
$15

Preferred solution: Full refund

1 comment
Super.com
Super com Response

Hi Mustafa, Thank you for bringing this to our attention. You may have accidentally signed up for our optional Super+ membership program during a reservation process.

We cannot automatically sign you up. We checked our record and see that your membership has been successfully cancelled and refunded last March 20, 2024. If you decide not to continue, we’re happy to close your account, as we're committed to ensuring our customers' satisfaction. If further assistance is needed regarding your Super+ membership, you can contact our dedicated team.

at +1-877-376-2710, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email paysupport@super.com. We trust this clarifies matters for you.

Company responded
Gerson B Lge

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Verified Reviewer
| map-marker Naperville, Illinois

Booking cancellation

On Friday, January 19, 2024, I had a reservation at the Extended Stay America Suites Fort Lauderdale Tamarac hotel with the confirmation number B_1277****. I checked in but upon entering the room there were many flukes (cockroaches) so I went down to the lobby and asked to change rooms due to the inconvenience and they in turn informed me that they did not have any more rooms available so due to this inconvenience I decided to vacate. The place spoke with them and they told me that I should cancel with you and they agreed, they only returned the $100 deposit and informed me that I would contact you that they agreed with the cancellation and there would be no problems but now Since the reservation was made with you, I had to contact you, so I am sending you this message to proceed with the cancellation of said reservation and to know how the operation will be carried out to refund the money.

waiting for your response, sincerely Gerson Brito

View full review
1 comment
Super.com
Super com Response

Hi Gerson, Thank you for taking the time to share your thoughts on your recent experience. Providing excellent customer service is a top priority for our company.

We understand the concerns of hotel quality with your most recent reservation. Please understand that, as a third-party booking site, hotel quality is something that is beyond our purview and it is best to take up these issues directly with the hotel as it is their responsibility to make sure your stay is comfortable. However, we've implemented procedures to minimize such negative impacts. 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. Regards

Company responded
Benjamin A Hka

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Scam, they trap you to accept as you are so close to go to your holidays

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Super com - Scam, they trap you to accept as you are so close to go to your holidays

Never use Super.com. They just ruin your holidays. Here their scam: They suggest prices and confirm them, even take you money however 1 week before they tell you they can and suggest a worst room for the price and you are trapped so you say yes!!!

View full review
Loss:
$2100
Cons:
  • Use an attractive price and confirm it to cancel later

Preferred solution: Price reduction

User's recommendation: Leave it, it’s a scam

1 comment
Super.com
Super com Response

Hi Benjamin, 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.

Please know that 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 Support team is currently working to resolve this as soon as possible.

They will follow up with you as soon as possible. We trust this clarifies matters for you.

Company responded
Rodneyya W

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03/09/2024

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Super com - 03/09/2024
Super com - 03/09/2024 - Image 2
Super com - 03/09/2024 - Image 3

I paid for 2 nights on the same day I called to get the date changed and they

Charged me 33 dollars for the fee of changing my date and never changed the date kept hanging up in my face

Then they wouldnt give me a refund or even let me talk to a manager they wasnt trying to work with me just repeatedly saying the same thing !

View full review
Loss:
$155
Pros:
  • Thru have good prices
Cons:
  • Are really unprofessional and no help at all with customer service

Preferred solution: Full refund

1 comment
Super.com
Super com Response

Hi Rodneyya, Thank you for bringing this to our attention. Please note that we cannot modify any reservations or change your research.

Reservations are made based on your search criteria. It's important that you double-check your booking details before you complete your reservation. This includes checking the dates, location, 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.

Our support team was able to address and resolved your case for this booking B_13344200. The hotel agreed to change dates and you were agreed to stay in a different room. We charge the fee in order to provide our guests with the most competitive hotel rates, we charge small fees to cover the work required to make booking changes, like the one you’ve requested. Regarding to these reservations B_13350396 and B_13338759 at Baymont By Wyndham Bloomington MSP Airport these 2 bookings was not raised to our support team to modify the dates.

Please note that these were made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. These 2 bookings was not raised to our support team to modify the dates. The only exception that would allow us to issue a refund or compensation would be with hotel approval.

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.

Company responded
Jessica S Cfc

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Verified Reviewer

I played manopoly go for weeks

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Super com - I played manopoly go for weeks
Super com - I played manopoly go for weeks - Image 2

THERE IS NO TIME LIMIT STATED and yet once I reached level 101, I didnt get my $95! They say on there that you get 98.80 and yet they paid me $36 and now they dont wanna cough it up.

I needed this money. Im so pissed!!!

This is the worst site ever. Im literally deleting my account as soon as I speak to those idiots tomorrow.

View full review
Pros:
  • Sometimes you get the money
Cons:
  • You get screwed more than not

Preferred solution: Full refund

User's recommendation: Don’t waste your time.

1 comment
Super.com
Super com Response

Hey Jessica, We apologize for any frustration you're experiencing. Rewards for reaching level 101 may take up to 14 days to appear in your account.

If you haven't received your credits yet, please try restarting your app. If the issue persists, we recommend reaching out to our trusted partner directly by reporting the problem within the offer. They will be better equipped to assist you with the specific details of the reward. For additional assistance or if you have any other questions about Play for Cash, please visit our help center at help.super.com.

Navigate to the "More Ways to Save" section for further guidance. We appreciate your patience and understanding.

Company responded
Lisa R Wlo

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Hotel wasn't as expected

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Super com - Hotel wasn't as expected
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Super com - Hotel wasn't as expected - Image 6

The hotel I seen on the picture was so different expected, price was to high for the way it look, this is not a resorts its more of a crack house! Very disappointed I cant even get my money back!

I will never ever get a room from this app or this hotel now Im stuck in a nasty crack house hotel!!! It also smell is bad!!!

View full review
Loss:
$119
Cons:
  • Worse app ever

Preferred solution: Full refund

User's recommendation: No *** no!!!!!!!!

1 comment
Super.com
Super com Response

Hi Lisa, Thank you for reaching out to us about your reservation. We're sorry to hear that the accommodation did not meet your expectations.

Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities 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. If something goes amiss during your stay, please let the hotel know directly. It’s their role to make you as comfortable as possible!

The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement.

In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name. Regards

Bowery B

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Don't use super.com

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Super com - Don't use super.com
Super com - Don't use super.com - Image 2
I booked a 2 bedroom suit that can a hold up to 6 people. When I got to the hotel it was 1 king that only accommodation is only up to 4 people. The hotel fee was only 306.00 and super.com charged 584.00. You can't get no one on the phone. DO NOT PURCHASE ON THIS WEBSITE!!! USE A CREDITABLE WEBSITE.
View full review
Pros:
  • You book one thing and the third party books something else different that is cheaper

Preferred solution: Price reduction

Company responded
Essam R Zha

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I make hotel reservation and when arrive the hotel they said there is no booking for you, be careful every one

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Super com - I make hotel reservation and when arrive the hotel they said there is no booking for...

Very bad service and there is no way to contact this agency super

I will do my legal refund with ministry of tourism

View full review
Loss:
$89

Preferred solution: Full refund

User's recommendation: Be aware they are not real agency “super”

1 comment
Super.com
Super com Response

Hi Essam, 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. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.

In the meantime, we want to bring to your attention that we do not have a record of your contact reporting this. Please note that we have a 24/7 Support team with live agents happy to assist. Whenever you require assistance, please don't hesitate to contact us promptly. Our 24/7 live agents are ready and willing to help.

You can find all our contact details on both the app and the website: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We appreciate your understanding in this matter.

Company responded
Yael Anr

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| map-marker Fayetteville, North Carolina

The hotel not clean they leave dirty towels

Super com - The hotel not clean they leave dirty towels
Super com - The hotel not clean they leave dirty towels - Image 2
Super com - The hotel not clean they leave dirty towels - Image 3
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Super com - The hotel not clean they leave dirty towels - Image 6
Very bad experience never again they leave dirty towels in my room the water in the tub lick it they dont clean the counter etc..
View full review

User's recommendation: No more

1 comment
Super.com
Super com Response

Thank you for sharing your experience. We understand how significant the quality of your stay is, and it's important to remember that as a booking platform, our role is to facilitate the reservation process.

The management and quality control of hotel facilities rest with the hotel operators. However, we value your feedback as it helps us understand the experiences our customers have at the properties we list.

If you have specific concerns or details about your stay that you'd like to share, please don't hesitate to let us know. Your insights are invaluable in helping us enhance our service quality.

Company responded
Erica B Xjw

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Resolved: Appalling Experience

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Super com - Appalling Experience
Updated by user Jan 17, 2024

Company fixed the issue and I have been provided with apology.

Original review Jan 02, 2024
On December 22nd I suffered a miscarriage at 5 months pregnant. We were supposed to leave on a trip on December 25th.

Super.com would not make any modifications to our booking no matter what medical documentation I provided them but instead kept reciting the same policy to me. I understand what your policy is. I was asking you to treat me with some humanity and simply change the dates of my stay to when I was medically sound to travel. It's a shame that your company cares so little for its customers.

JetBlue on the other hand could not have been more accommodating. It's easy to tell who will be getting my business in the future and who won't.
View full review

User's recommendation: Buyer beware.

1 comment
Super.com
Super com Response

Hi Erica, Thank you for sharing feedback regarding your experience. We hope you are feeling better.

We completely understand your concern, and it's important to us that you feel supported. While the booking terms are set for specific reasons, we're committed to finding the best possible solution for you. We are currently reviewing the details of your reservation, particularly in light of your concerns that the property had no problem changing the dates.

Our team is committed to solving this problem efficiently. We'll keep you updated on the progress!

Company responded
Lara D Jnr

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Verified Reviewer
| map-marker Columbus, Ohio

Refund my 14.99

Super com - Refund my 14.99
Super com - Refund my 14.99 - Image 2
I was on the phone with customer service last week on fri disputing transactions as i had cancelled the subscription. One transaction was still pending so was only able to refund the one so she said to call back today to get tje other one taken off. Lara Danielson # 701-491-**** Email laradanielson.ld@***.com Amount owed 14.99 Feb3rd and feb 9th were the days the transactions were taken out so please refund my money to the last four of my card is 2469
View full review
1 comment
Super.com
Super com Response

Hi Lara, We checked our record and see that your membership has been successfully cancelled and refunded. For further assistance, you can contact our dedicated team. at +1-877-376-2710, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email paysupport@super.com.

Company responded
Jonathan D Bsc

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Horrible Experience.

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Super com - Horrible Experience.
Super com - Horrible Experience. - Image 2
Super com - Horrible Experience. - Image 3
Super com - Horrible Experience. - Image 4

I would give 0 stars if I could. I booked a reservation on your website and was sent a reservation for a standard one bed room when your site clearly showed a price for two beds, as you can see from the attached pictures in my review.

I got someone in the Philippines named Leona, she said I will need to charge you a cancelation fee. I said why would you charge me anything, you should just fix my reservation to what I booked. She said I am on the site and there is no issues and we have had no other complaints, like I am lying. Well as you can see from the attached pictures in the review I am telling the truth.

I asked for a supervisor and she said they were just going to tell me the exact same thing as she was telling me and they would not fix it, because I booked the wrong room. I booked the room your site showed me as two beds. I booked this for 3 men, and it says 3. Why would I ever book one queen bed for 3 grown big men.

I will never ever use your service again and will warn others to not use it also. Your company is dishonest and will not fix your issues and work to make things right. as you can see from the pictures I posed in the review the total for 2 beds was 110.00 per night and with taxes and fees a total of $134.91. Traveling is supposed to be fun, not a nightmare with no one at Super to listen to your issue.

It was the most stressful situation I have ever had with any company. I have noticed more and more that customer service employees in the Philippines are getting smart with US citizens and are not trying to help them resolve issues. Customer Service is horrible and only threatened me with fees and blamed me for messing up, when its their system that messed up. You know this is not a way to grow your business.

Do you not know that word of mouth matters. If you provide good service and listen to your customers they will tell others to you. It take 10 happy customers to grow your business and 1 upset to help you lose business. No matter how big your company is, customer success equals your success.

Accelerate the growth of your business by focusing on growing a loyal customer base that helps increase sales. So another agent Filipino agent called me back within the hour saying he was a supervisor. I am almost certain he was no supervisor but possibly a coworker of Leona's. He would not give me his name.

I tried to tell him my issue and he cut me off and said he was not going to help me. He said it was my fault and my mistake. While trying to explain my issue to him, he told me that I talked to much. By this time I got really angry.

I yelled how dare you tell a customer they are talking to much. This time he talked down to me and then hung up on me. First of all I have always trained all my Customer Service staff to never hang up on a customers unless they are verbally abusing them with foul language. I tell them never cut a person off and listen to them and make them feel their valued and that their complaint is important and listen to them.

Work with them. I offered to send them pictures of what I saw on my end and of what I booked, they were not interested at all. I was so angry after this. He was untrained and horrible.

The worst yet. Customer Service in the Philippines is horrible these day. They simply do not care. Leona told me I would need a letter from The hotel asking them to cancel the reservation.

I said I don't want to cancel I want you to fix this to the room I booked. The hotel said have them call and we can cancel it and we can rebook the room with two beds for you. I showed them the pictures from the website and dynasty agreed with me. They said its clearly two beds showing on their site.

The customer service agent I got said they never call the hotels. The hotel said all the other sites we work with do, Expedia, Priceline, and others. We cancel and have them refund all the time when an issue like this arises. I asked for Leona's Employee Identifier and she said we are not permitted to give you anything but our first name.

I even spoke to another customer service agent who did not give me her name and had a dog barking in the background. These people need to be back in the office already and they need call service monitoring and supervision.

They must have management overseeing what they are doing. They are rude and do not care.

View full review
Loss:
$20
Cons:
  • Everything about this company is a con

Preferred solution: Refund me the 20.00 extra I have to pay the hotel. The room they booked only has one bed and no sofa bed. I was not given what I booked on their site.

User's recommendation: Run from this company, very shady!

1 comment
Super.com
Super com Response

Hi Jonathan, Thank you for reaching out to us regarding your reservation. We are sorry that you didn't feel supported in 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. In this case, please note that the room description when you were booking said standard room with 2 beds or one bed and a sofa bed. Let us know if this was not provided.

We would be happy to look into this. Regards,

Company responded
Terri B Chr

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Verified Reviewer

Resolved: Reservation unconfirmed @resort?p

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Updated by user Feb 20, 2024

Company fixed the issue and I have been provided with apology.

Original review Feb 10, 2024
I booked and paid for my room at Westgate orlando arrive 3 hrs after I booked and fully paid but my confirmation wasnt in the system yet. But my money was gone in the first 2 secs.

Im not understanding? How embarrassing to get to the counter to be told you dont have a reservation in the system. The hotel called and they told the hotel another hour or so really. I called n received an escalation ticket seriously.

Then someone calls me back to tell me there getting ready to work on it after 3 dam hrs of confirmation of withdrawal of funds. Its Florida now the kids and I have to sit in the hot car in the parking lot for God knows how long. Who wants to keep going to the desk to see if there in the system yet. So disappointed.

Wont be using them anymore because there confirmation is just for you apparently not for the hotel Yes the prices are decent compared to others but the unknown is not worth it.

Forgot the best part . I call back for my status and was failed to be told they would be closed if I called back ..Ha Wht s joke
View full review
Pros:
  • Price
Cons:
  • Reliability and assirance

Preferred solution: Price reduction

User's recommendation: If you choose to use this website please book a week in advance to be sure

5 comments
Super.com
Super com Response

Hi Terri, We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. As a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control.

Despite these challenges, we are committed to minimizing any negative impact on our valued customers. Our dedicated Support team was able to address and resolve the issue by confirming the booking at the property. We value your feedback and recognize you as our loyal customer. As a token of appreciation, we're delighted to offer you compensation sent to your account.

This gesture is aimed at transforming your negative encounter into a positive opportunity for a future stay. We look forward to the opportunity to serve you again in the future.

Guest

So plan better. Three hours is nothing. You should have made the reservation the day before.

Guest
reply icon Replying to comment of Guest-2481568

Listen whomever I’m sorry your life is so planned out n perfect some of us living in reality people have unplanned circumstances ya think. I did say to plan in advance with this website.

Along with having a planned out life (that apparently someone is doing for you) your reading comprehension doesn’t reflect that your a great PLANNER. Regardless of the planning I stated the fact of the matter is no matter if it was a last minute booking( which by the way other sites have) confirmation has the same meaning planned or unplanned. Furthermore maybe for your perfect planned life 3 hrs is nothing but for us regular folks it’s a lot especially w/ kids. This not my first booking rodeo sir/ma’am I’m not stupid I know for a fact there’s at least an hour within the systems to transfer information.

Fact check me. But you can only do tht by working in the hospitality industry.

Oh by the way I have. Know what you know n Understand opinions that you read b4 u respond with stupidly

Guest
reply icon Replying to comment of Guest-2481852

My comprehension is fine and yes things do come up, I myself would have booked directly with the hotel. You can call me stupid or whatever you want, but you were the one in the parking lot with kids, in the heat waiting, all over $25.

Guest
reply icon Replying to comment of Guest-2482050

Exactly you yourself once again everybody is not you. So self absorbed.

25$ is this a snap travel person. I never said it was 25$ cheaper interesting. Duh hotels block off rooms on other sites whn there book you can catch it somewhere else because of the blocking. Why am I even explaining things to someone who apparently is one track minded .

By the way it was a 350 difference . Once again you should not place stupid COMMENTS unless you know to an opionated review. Duh I dispose ignorance. .Once again you don’t read pros n cons or you would not be commenting stupidity.

I’m done. My thoughts My experience My suggestions. Key word is MY. I think people like you are hired to respond to bad experiences comments.

Guess what you got the right one I’m here fot it.

Next . Ima cut u up everytime you post dumb a@& comments

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Company responded
Christopher H Yrq

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Can't check in

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Super com - Can't check in
Super com - Can't check in - Image 2
Super com - Can't check in - Image 3
I went to heritage inn in Augusta I made a reservation through this app and my money was taken from two accounts and still not able to check in s room not to ise
View full review
Loss:
$52
Pros:
  • Rewards
Cons:
  • Always messing up and people turning down the app

Preferred solution: Full refund

1 comment
Super.com
Super com Response

Hi Christopher, Thank you for bringing this to our attention. 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.

Please note that our Support team is currently working to resolve this as soon as possible. They will follow up with you as soon as possible.

Company responded
Jessica D Sto

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Need someone to call about my stay tonight

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Super com - Need someone to call about my stay tonight

I have my reservation under Jessica deleon i forgot my id so i would like to switch it to my husbands name jacob torres for march 2-3 at austin tx 6603 N Interstate 35, Austin

I also have been charged with no free cancellation so i would like to resolve this

View full review

Preferred solution: Modify id to check in

1 comment
Super.com
Super com Response

Hi Jessica, Thank you for bringing this to our attention. Please note that your reservation was made for a non-refundable and non-amendable policy, which limits our ability to modify or cancel it without the hotel's approval.

Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have engaged in any direct communication with the accommodation, through written correspondence, 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. When in need of assistance, especially on the day of your check in, 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 site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel We hope we have clarified your doubts and concerns.