Company responded
AXELL S

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer

Booking issue

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Super com - Booking issue
Super com - Booking issue - Image 2

The so-called FINAL hotel booking price is a misleading scam.

The TOTAL price states that ALL fees & taxes are included. But as soon as your payment is made, you immediately receive the booking receipt, which only then states ADDITIONAL resort/hotel fees...to be collected by the hotel during check-in!!!

These fees are NOT mentioned ANYWHERE during the booking & payment process!!!

View full review
Loss:
$979
Cons:
  • Misleading prices

Preferred solution: Full refund

User's recommendation: STAY AWAY FROM SUPER.COM!!!

1 comment
Super.com
Super com Response

Hi Axell, We are truly sorry to hear that you had trouble with your reservation, nonetheless, we must bring to your attention that it’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. 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, both pre-booking and in the customer's voucher post-booking and payment receipt.

This is separate from what you pay us for the room because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion. Regards

Company responded
Front D Jyf

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Guest room charge discount

Super com - Guest room charge discount
Super com - Guest room charge discount - Image 2
Hi, I had a guest checkout this morning and came to me in regards to an issue he had with his room. Guest name is Albert Mousa( B_1328**** booked with Super Travel.) The Ac/heater unit seemed to be broken and was making a very loud noise. He did insist on a discount, I then agreed to a 20% room charge discount. Can we please issue a refund process for this guest on his CC ending in 7842. I will issue one on my end as well. Thanks, La Quinta By Wyndham, Madera CA Seida Front Desk
View full review

Preferred solution: Price reduction

1 comment
Super.com
Super com Response

Hi Seida, Thank you for bringing this to our attention. Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behaviour are beyond our control.

However, we recognize their importance. Please be advised that our Support team is currently working to resolve this as soon as possible.

They will follow up with our mutual guest for a resolution as soon as possible. We trust this clarifies matters for you.

Company responded
Steven K Jmo

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*** SCAM ALERT ***

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Super com - *** SCAM ALERT ***

I reserved a hotel room for one night, and the hotel told me that the transaction information was not retrieved from 'super.com'. It was like super.com gave the hotel wrong information about my payment.

So I had to make another reservation at the hotel lobby without getting any refund.

What makes it worse is their customer service. I cannot even talk with a single person from super.com for over 2 months.

***** NEVER EVER USE THE WEBSITE *****

View full review
Loss:
$160
Cons:
  • Even though you pay them they dont make a proper reservation
  • Deceive people with relatively low price

Preferred solution: Full refund

User's recommendation: DO NOT USE THE WEBSITE

2 comments
Super.com
Super com Response

Hi Steven, 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. Regards,

Steven K Jmo
reply icon Replying to comment of Super com Response

Hello super.com. I'm sorry to say this but it seems like you were only waiting for this to happen.

The webpage don't have a customer service that I could talk with when the problem occurred.

That was the only reason I had to start the things with my card company. Don't act like you care about things.

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Company responded
Maurice S Scm

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I need a refund and compensation

Super com - I need a refund and compensation

I booked the hotel through you guys and got to the hotel and they didn't have any rooms left I need a refund and compensated cuz I had to get a lift and spend $70 for a whole another hotel total inconvenience end up having to spend the whole another $70 30 more dollars and not plan on spending it for another hotel because I was stranded and I would have ended up outside if I didn't have extra money on me because they overbooked how do they do that

View full review
Loss:
$45

Preferred solution: Full refund and compensation for the difference cuz I end up having to pay $70 for another hotel when I was only supposed to spend 45 in the first place after I had to catch a lift all the way out there so

User's recommendation: Depends on how you handle my situation

1 comment
Super.com
Super com Response

Thank you for bringing this to our attention, Maurice. 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. We appreciate your understanding in this matter.

Company responded
Helmut K Csm

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Verified Reviewer

Resolved: B_1150****

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Super com - B_1150****
Updated by user Nov 28, 2023

Company fixed the issue and I have been provided with apology. Durch Bewertung und Einreichung der Hotelrechnung über Pissed Consumer wurde das Problem gelöst.

Original review Nov 19, 2023
Es war keine Buchung im Hotel vorhanden. Musste Neu Buchen und Bezahlen Habe Zimmer Doppelt Bezahlt!!!
View full review
Loss:
$120
Pros:
  • Nicht zu empfehlen

Preferred solution: Full refund

User's recommendation: Keine Buchungen über dieses Unternehmen !!!!!!!

1 comment
Super.com
Super com Response

Hallo Helmut, Vielen Dank, dass Sie sich gemeldet haben. Wir entschuldigen uns für die Unannehmlichkeiten beim Check-in.

Von der Hotelrezeption wurden wir darüber informiert, dass Ihre Buchung, wenn auch mit etwas Verspätung, gefunden und bestätigt wurde. Wir wussten nicht, dass Sie erneut belastet wurden. Vielen Dank für die Zusendung des Dokuments.

Unser Team wird die Angelegenheit in Kürze untersuchen und Sie auf den neuesten Stand bringen. Grüße

Company responded
Shanequa M Fmw

They double changed me for two rooms at two Hilton Garden Inn in two different locations for the same day. Refused to to credit me or refund me. When it was there website fault. I will never use it

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Super com - They double changed me for two rooms at two Hilton Garden Inn in two different...
Updated by user Jan 17, 2024

My phone is 720 692 ****

Original review Jan 17, 2024
And the hotel stay was horrible also. Worst experience of the year this far.

I need my 89.00 back. I ended up paying more than a nice room,
View full review
Loss:
$89

Preferred solution: Full refund

User's recommendation: Nothing use this website at all

1 comment
Super.com
Super com Response

Hey Shanequa, We are truly sorry to hear about your experience. Please note that we cannot modify any reservations or change your research.

Reservations are made based on your search criteria, so 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. The screenshot you show indicates rather pre-authorizations for booking attempts.

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 on 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, Super Travel 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. We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

Company responded
Charles H Psx

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NO CONFIRMATION OF RESERVATION BY HOTEL PROPERTY

Super com - NO CONFIRMATION OF RESERVATION BY HOTEL PROPERTY
Super com - NO CONFIRMATION OF RESERVATION BY HOTEL PROPERTY - Image 2

DO NOT USE SUPER.COM SCAM... I booked a luxury hotel reservation on August 17 with Super.com via the KAYAK web site.

It was Too Good to Be True!! I received a "Confirmation" from Super.com with their Confirmation number. The Hotel DOES NOT HAVE A RESERVATION IN MY NAME OR IN SUPER NAME ALLOTED TO ME. As of today Sept 13, the Hotel STILL does not have the booking in their reservation system.

I have called, and e-mailed, repeatedly since making the reservation, was told that "Don't worry, your reservation is confirmed" but they REFUSE to put me in touch with a Supervisor or Manager, despite repeatedly asking to speak with one. I was told I would receive a call back in 24-48 hours, but no call backs from anyone. Sometimes, I received an e-mail back stating "We are working on resolving your issue". If I respond to that e-mail, I get back nothing.

I have contacted the Hotel repeatedly as well and they confirm that this site has a history of not having legitimate reservations. The Super.com actually states that sometimes the reservation does not appear in the Hotel Booking system until day of check in!!! Are we really that naive and would accept a booking that cannot be confirmed with the property?

Needless to say, I have cancelled the reservation and am awaiting credit card return credit. I already anticipate issues with getting the refund as well.

View full review
Loss:
$591
Cons:
  • Do not confirm reservations at hotel property

Preferred solution: Hotel confirmation of reservation. If not, full refund.

User's recommendation: DO NOT USE

2 comments
Guest

Thank you I was just about to use this site to book in Toronto over Christmas so happy I read this

Super.com
Super com Response

Hi Charles, 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 Urgent Care team who are reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. Regards

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Company responded
Haniel Thj

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| map-marker Arlington, Virginia

Refund

Super com - Refund

Booked a room for 3 nights and the hotel cancelled my reservation and I NEED my money back on my card. That was my last bit of money and now I'm outside with nowhere to go because they literally took ALL my money, I've never had this happen to me before!

And I've been living in the hotel for 3 years.. this isn't fair

View full review

User's recommendation: Make sure you're able to get a refund

1 comment
Super.com
Super com Response

Hi Haniel, Thank you for bringing this to our attention. It's important to mention that 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. Please note that your reservation was made for a non-refundable booking, 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. We hope we have clarified your doubts and concerns.

Company responded
Mirta Hbr
map-marker The Bronx, New York

Cash Advance

Super com - Cash Advance
I requested cash advance it went into wrong account, it was supposed to be deposited into account ended 3159 not 7716
View full review
1 comment
Super.com
Super com Response

Hi Mirta, Thank you for bringing this to our attention. When in need of assistance, please reach out as soon as possible so we can assist.

Our dedicated Customer Care team is available to assist you.

Please email at email paysupport@super.com. Alternatively, you can also reach them at +1-877-376-2710 from Monday to Friday, 8 AM to 7 PM, EST.

Company responded
Sean R Opk

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Poor response

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Super com - Poor response
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Super com - Poor response - Image 3
I Ubered to the hotel with my girl and my reservation was denied which was so embarrassing and then I ubered her back home and then walked the rest of the way back to My place. The whole night was ruined. Im still waiting on Supee to refund my hotel and respond to what they plan on doing about the rest of the money Im out plus the embarrassment!!!
View full review
Loss:
$154
Cons:
  • Poor response to any kind of refund and compensation

Preferred solution: Full refund

2 comments
Denetra Eyn

You are entitled to a refund but not compensation.

Super.com
Super com Response

Duplicate

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Company responded
Pam W Xve

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Verified Reviewer

Poor customer service support sucks if I could you got a negative 10

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I made a transaction at a hotel they authorized a temporary hold for a deposit on February 29th today is March 6th they're telling me it's going to be 14 business days before my money is released because they have to do an investigation for what every time I call I get the runaround the first person I spoke to him said that the supervisor would call me sometime what is sometime mean they won't transfer you to a supervisor they say they are not able to do so that their system won't allow it and then when I asked to speak to the customer complaints department to file a formal complaint they said they don't have anybody for me to speak with I think the better Business bureau needs to get involved if they really don't have a complaints department and they have no way to transfer people to supervisors to rectify simple issues why hold my money when the business has released it on the 1st of March my money was released immediately and they're still holding it for what this is the worst customer service I've ever experienced next to Priceline both of them suck literally

View full review
Loss:
$100
Cons:
  • Customer support agents have no clue what customer support is

Preferred solution: I want my funds released immediately & something done about the way the issue has been ignored by support.

User's recommendation: Explore your options before you go with them if you do use them do not use them for any type of temporary authorizations no holds no deposits in hotels and don't attempt to call customer service just make sure you're sure about every transaction cuz their service sucks

1 comment
Super.com
Super com Response

Hi Pam, 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've noted your feedback regarding the security deposit requirement at the accommodation. It's important to mention that hotels commonly implement a security deposit as a standard procedure. This is merely a temporary hold on your credit card, contingent on a property inspection. The hold is lifted if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages are identified.

We appreciate your understanding of this industry-standard practice. Please note that 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. We hope we were able to clarify this for you.

Company responded
Varun S Cfr

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Booking issues

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Super com - Booking issues
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I am writing to express my extreme dissatisfaction with the service I received from your company- Super Travel. I booked two Diamond package junior suite rooms at the Royalton in Saint Lucia from 11/25/23 to 11/30/23 through your website.

I paid the full amount in advance, as per your policy, and received a confirmation email with the details of my booking.

However, when I arrived at the hotel, I was shocked to learn that they had no record of my booking as Diamond package junior suite rooms. Instead, they found that my booking was for regular rooms, which are much smaller and less luxurious than what I had paid for. They also informed me that my original booking was cancelled by your agent- Hotel Beds Worldwide, based in Punta Cana on October 18, 2023, and re-booked on October 21, 2023, without my approval or notification. I have a screenshot from Royaltons system confirming the cancellation and rebooking.

Why was there a need to do that ? Why was it done without Clients consent. This is a clear case of fraud and deception on your part, and I demand an explanation for this unacceptable behavior.

I had to spend hours at the hotel reception with my 6 months pregnant wife who had to go through this hassle following our travel, trying to sort out this mess where I was literally being tossed between the resort and the agent. I talked to a minimum of 6-7 of your representatives who were all unhelpful and unsure if they even understood my concern.

On top of that, while my case was still unresolved, Super Travel agents closed my tickets without any resolution whatsoever. Extremely disappointing and frustrating.

I had chosen the Diamond package junior suite rooms because I was on my Babymoon and the other suite had special amenities and services that I wanted to enjoy during my vacation, such as a private balcony, a jacuzzi, a minibar, and a personal concierge. I feel cheated and misled by your company, and I want a full refund for the entire amount I paid, plus compensation for the damages you caused me.

I have attached copies of my confirmation email, my payment receipt, and the hotel invoice as proof of my claim. I expect a prompt and satisfactory response from you, with an apology and a confirmation of the refund and compensation.

If I do not hear from you within 10 days, I will take legal action against you and report you to the relevant authorities. I hope you will take this matter seriously and resolve it as soon as possible.

View full review
Loss:
$12000

Preferred solution: Full refund

User's recommendation: Highly recommended not to use this fraud website. I wish I could rate this site as “0”

1 comment
Super.com
Super com Response

Hi Varun, Thank you so much for taking the time and sharing feedback about your recent experience with Super. We apologise for any inconvenience and would like to clarify the situation.

Please note upon further investigation with the hotel front deck, we confirmed that the room type you booked was the room type they provided and that it came with the diamond club access. We apologise if the hotel misinformed you about available room type during check-in as there is a possibility they may have confused your reservation for somebody else's. Please be advised that we re-confirmed the room type with the hotel and there was no mapping error in your case as you may have been informed incorrectly by the hotel at the beginning.

We hope this provides you with some clarity and if you have further questions please don't hesitate to reach out to our 24*7 customer service. Regards

Company responded
Joshua H Rqa

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Verified Reviewer

Unable to cancel membership

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I followed the manage membership link in my initial email but it brought me to a login page. Attempts to login via my mobile number appear to be under a separate account, but login via WhatsApp works via a new page where I'm unable to manage my membership from.

FAQs advise to manage via app but app will only let me login via mobile, not WhatsApp, so I cannot access the account I need to. Their contact (chat with us) link on the website is not working so I've had to find an alternative way to contact (thanks pissedconsumer.com).

I'm really not happy that they appear to be putting hurdles in my, and other customers, way in order to manage their account. I was unable to cancel my trial for which they took payment because of this and once again cannot cancel ahead of the next payment - for which I've had to raise a complaint with my bank.

View full review
Loss:
$15
Pros:
  • Good value hotel booking
Cons:
  • Unable to login via whatsapp on app
  • Unable to manager account
  • Expensive subscription meaning saving is lost

Preferred solution: Full refund

User's recommendation: Avoid - not worth the hassle for the few £ saved on booking

1 comment
Super.com
Super com Response

Thank you for bringing this to our attention, Joshua. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel.

However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction. To initiate the cancellation process you can simply follow the steps in this Helpdesk article: https://help.super.com/support/solutions/articles/155000001440-how-do-i-cancel-my-super-membership- For further assistance, all our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel We trust this clarifies matters for you.

Company responded
Rex R Otp

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Verified Reviewer
| map-marker Houston, Texas

Customer service

Super com - Customer service
Super com - Customer service - Image 2
Super com - Customer service - Image 3

They booked my hotel in wrong state and refused to correct a 3 day booking.i spoke to customer service.they were smugg and refused to help.i spend thousands of dollars a month as I live in motels full time.this company is not worth using and loyal business gets you nothing.i suggest you use another app or service

View full review

User's recommendation: Never use this company

1 comment
Super.com
Super com Response

HI Rex, We are sorry that you had trouble booking your reservation. Please note that we cannot modify any reservations or change your research.

Reservations are made based on your search criteria, so 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. Your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval.

In this case is noted that it has been approved and the refund was already issued. We hope we have clarified your doubts and concerns.

Company responded
Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker London, England

Hi! About cancelling but no one answered.

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Super com - Hi! About cancelling but no one answered.
Super com - Hi! About cancelling but no one answered. - Image 2
Super com - Hi! About cancelling but no one answered. - Image 3
Hi there! About my cancellation no one here to help me. I have try a couple of times. Never someone available here! Sorry!
View full review

User's recommendation: Why if no one can resolve my issue?

1 comment
Super.com
Super com Response

Hi there, When in need of assistance, please visit our Help Center: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel You can also contact our 24/7 support team through live chat, phone +1 (844) 461-2577, or email travelsupport@super.com. One of our live agents will be happy to assist you.