Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room for 5 nights. It cost 592.00. I'm a Disabled Veteran that fought in Desert Storm. I could not make it because of a medical issue. I expected them to charge me for the first night and refund the rest of the money since I didn't check in. That's what reputable companies do. I will advice all military personnel to not use super.com because if they don't respect a disabled Veteran, they will not respect you and your family.

  

  Business Response

  Date: 06/22/2025

  Hi Herman,
  

  I hope you're doing well. First and foremost, thank you for your service. We greatly appreciate the contributions made by our veterans and are here to support you with your booking.
  

  We recognize the importance of flexibility in circumstances like a medical situation. We are actively collaborating with our travel partner to reach a favorable resolution for your booking. Your patience means a lot to us as we aim to adjust charges for any nights not utilized, ensuring that your experience with us meets your expectations.
  

  Thank you for being understanding. Please feel free to reach out if you have any further questions or need additional assistance. We're dedicated to making sure your experience with us reflects the respect and care you deserve.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:  It has been 10 days and I still haven't received a refund.  I believe that I have been very patient waiting on a refund.  I will change my response to the BBB when I receive my refund.   

  Thank you 

  Herman E****** 

  Disabled Veteran 
  
  Sincerely,
  
  Herman E******

  

  Business Response

  Date: 06/24/2025

  Hi Herman,
  

  We're understand your medical issue and that you weren't able to use your booking. We understand your concerns about the cancellation policy.
  

  We've followed up thoroughly with the hotel, but unfortunately, they have denied our request for a partial or full refund. While this isn’t the outcome we hoped for, please know we strongly advocated on your behalf and shared your concerns with hotel management.
  

  This was the best we could do under the circumstances, and as a gesture of goodwill, we're offering you a $118.59 USD credit based on your booking amount. We appreciate your service as a Disabled Veteran and acknowledge the sacrifices you've made.
  

  If you have any questions or need further support, feel free to reach out. We value your trust and hope to assist you again in the future.
  

  Warm regards,
  Super.com
  

  Customer Answer

  Date: 06/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: I canceled my reservation within 8 hours of making it.  As previously stated,  I'm a disabled Veteran and had an unforseen medical issue arise.  I paid 592.00 and you want to give me 118.59.  That is unacceptable.   I'd rather eat from the garbage than take your crumbs.  Businesses like yours are very unappreciative of the sacrifices that  we, as men and women in the military, are willing to give for your freedoms.  MILITARY PERSONNEL, DO NOT USE SUPER.COM.  IF THEY DONT RESPECT A DISABLED VETERAN,  DO YOU THINK THEY RESPECT YOU?  THE ANSWER IS **** **!!!
  
  Sincerely,
  
  Herman E******

  Disabled Veteran 

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were receiving credits for each booking we made. However, after we accidentally booked the room twice for the same night, they refused to refund the money, as per their policy. We successfully disputed it with the bank and were able to get our money back. After this happened, we stopped getting the accumulation of credits for booking with them. They advertise when we book with them that we get anywhere from $5 to $9 every time we book, but they haven't given us any more credits after that happened. We contacted them about it. They claimed that their credit system was down and that we would receive the credits for the bookings, but it's been months and it still hasn't happened. Can someone please help us hold this company accountable?

  

  Business Response

  Date: 06/13/2025

  Hi John,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of receiving the benefits promised, and we're here to provide clarity on your Super+ membership.
  
  After reviewing your account, we noticed that your Super+ membership plan is the "Travel % Cash/Credit Back 10%," which requires payment with the Super Card to qualify for cashback credits. Since the Super Card wasn't used for your payment, the credits didn't apply to your bookings.
  
  We appreciate your patience as we worked to assess this situation. If you have any further questions or need additional information, please feel free to reach out. We’re committed to ensuring you have a clear and rewarding experience with Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like further explanation. We weren't using the Super.com card to book the room at first, and we received over $113 in credits for booking through them. It was only after we complained because they refused to alter the date of a booking that we all the sudden stopped receiving the credits. Why did the rules change? If we switch to the Super.com card, are we going to get the credits for all these nights that we booked with them after they changed the rules?
  
  Sincerely,
  
  John L*****

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com's app malfunctioned and booked me in the wrong city. I tried to cancel immediately because I paid for a refundable option but it was immediately denied with no explanation or contact. I was then informed the insurance they offer isn't provided by then it's a third party company and I have no way of

  

  Business Response

  Date: 06/13/2025

  Hi Dahlia,
  
  Thank you for reaching out and sharing your experience with us. We understand the situation and are here to assist you.
  
  Upon reviewing your case and coordinating with the hotel, we found that the booking was listed as a "no-show." This typically affects the refund process, but given your status as a valued and frequent ******, we've gone ahead and processed a refund in Super Travel credits for $126.27 as a one-time exception.
  
  We hope these credits make it easier for you to plan your upcoming travels. If theres anything more we can do or if you have further questions, please feel free to reach out. We're here to ensure your experience with Super.com is enjoyable and seamless.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for the Super.com monthly fee for Super+ so I can access Cash advances. I was charged twice for my May 2nd 2025 cash advance(which repayment was due May 30th). I contacted customer service twice via phone and finally the second time I thought I was getting somewhere they told me to send a email to ******************** and provide proof of money taken out of my account. I did that and the response back said it would be escalated. I have proof of them taking money twice.. why does anything need to be escalated, just refund me $***** that I am owed.They took money for the cash advance through my ACH information on May 30th 2025 and it posted to my account so they got the money and then took another ***** on June 3rd for the same cash advance from my Cash app debit card. I would like the money back for $***** for the advance that was taken twice and I would like a refund for Junes Super+ fee which is $15, I think I should at least get a month free of service for the inconvenience. So a total of $38.99 in refunds.

  

  Business Response

  Date: 06/13/2025

  Hi *******,
  
  Thank you for reaching out and letting us know about your experience. We understand how important it is to have clarity and resolution on financial matters, and we're here to assist you.
  
  We are actively working on your case, and our support team is giving it the prompt attention it deserves. Once we have a resolution, you will receive a follow-up email to confirm the next steps.
  
  Please be assured that we are committed to resolving this matter and ensuring your satisfaction. If there is anything else you need or if you have any further questions, don't hesitate to reach out. We're here to provide the support you need.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  O June 10 I book the hotel using super.com when I went the hotel they asked me 100 dollars deposit so I don't have the deposit which isnot mentioned on the super.com website it only shows 2 dollars for resort fees so the hotel cancelled my reservation due to lack of deposit then they refund to super.com when asked then to refund the money back to they refused .the fault was created by super.com not notifying me the deposit amount which usually appears to customer so if he agrees he book if not he don't book so the fault is totally the super.com so I ******* money back.

  

  Business Response

  Date: 06/20/2025

  Hi ******,
  Thank you for sharing your experience with us. We understand how important it is for all costs, including deposits, to be clearly communicated before booking.
  

  It seems there was a misunderstanding regarding the deposit requirements for your hotel reservation, which was not displayed on our site. I apologize for any inconvenience this may have caused and appreciate you bringing this to our attention.
  

  We have escalated this issue and are working diligently to resolve it. Please allow us ***** hours to receive feedback from our travel partner. Once we have the necessary information, we will proceed with processing your refund.
  

  If you have any further questions or need additional assistance, please feel free to reach out to our customer support team. Were here to ensure your experience is satisfactory and smooth.
  

  Thank you for your understanding, and were committed to making this right for you.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a hotel room using super.com. I paid 33 extra in case if I want to cancel the room reservation! My mother had a fall so I decided to stay with her since she is 91 years old. Super.com told me they would not refund me since I did not take her to emergency room. Even though I bout the insurance for calculation, the only way I can get refund is if I have emergency room information.

  

  Business Response

  Date: 06/15/2025

  Dear *****,
  
  Thank you for contacting us and sharing your situation. We understand how important it is to prioritize family, especially when it comes to the well-being of your mother.
  
  I wanted to clarify the enhanced refund option you purchased as part of your reservation. This add-on feature is designed to provide refunds for specific, approved situations, including medical emergencies, natural disasters, or flight cancellations. You can find the terms and conditions for this add-on via the link included in your confirmation email.
  
  Our support team has thoroughly reviewed your case and engaged directly with the hotel on your behalf. At this time, we have not been able to secure a penalty-free refund due to the hotel's current policy requirements.
  
  We recognize this may not be the outcome you were hoping for. However, if you are able to obtain written confirmation from the hotel agreeing to a refund, we will be more than happy to assist you further with the process.
  
  We truly appreciate your understanding and patience during this time. Please feel free to reach out if there's anything more we can do to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room with a random budget hotel website Super.com. I never even loaded the app , just booked as a guest. During billing process The website kept asking to sign up as a member for further rewards and it did NOT visibly indicate its a ***** a month subscription fee. A week later I got a random ***** charge on my credit card and had to research where it came from, I was able to go back to a hotel confirmation email and cancel the subscription but do not think it was fair, and very misleading to Push for the membership without clearly stating the fee , that would add up to ****** a year. I have used several third-party hotel booking sites. This is the first time Ive been misled and charged - fee or membership unknowingly.****************************** Your booking at ********************** By Wyndham Kanab in ***** is confirmed Primary Guest Name:******* ****** Check-In Sat Jun 07, 2025 Check-Out Sun Jun 08, 2025 Booking Details Confirmation Number: B_19041919 View Reservation Online Check-In: Sat Jun 07, 2025 (3 PM)Check-Out: Sun Jun 08, 2025 (11 AM)No. of nights: 1 Room Type:1 King Bed Room Only Address:La Quinta ************ By Wyndham Kanab ****************************

  

  Business Response

  Date: 06/12/2025

  Hi *******,
  
  Thank you for reaching out and providing your feedback. We understand how important it is to have a clear and transparent booking experience, and we're here to assist you.
  
  The Super+ membership is an optional subscription that is designed to offer a variety of benefits, including exclusive savings and cashback on travel bookings. We appreciate your input regarding the presentation of our subscription options, and we're continuously striving to ensure all information is clearly communicated to our users.
  
  We're glad to see that you successfully canceled the membership. As a one-time exception, we have also processed a refund for the $15 charge. You can expect the refunded amount to be reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please don't hesitate to let us know. We're here to ensure your experience with Super.com is satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my hotel on Super.com on April 8, 2025. Somehow, the dates I had selected changed and I booked the hotel for the wrong weekend. I had no plans to cancel my reservation. Just modify the dates. The website offers a live help chat which I attempted to utilize. When opening the help menu, it read that I had to wait for an agent. I waited for for ***** minutes and nothing happened. I scoured the site to find a way to contact them to change my dates but could not locate any. I found a form online that allowed me to contact their technical team. Upon submission, I did not receive a copy of what I submitted or a confirmation email. At this point, I was stressing out because I still needed a hotel and now Im at risk of paying for another hotel stay. This all occurred in less than a few hours of booking travel. No more than 4 hours had passed. I began to ****** the website hoping to find a way to contact them. I had no luck but came across several online comments from former customers. They stated the website never actually booked their hotel and like my situation, they had no way to contact their technical team websites customer support. At those times, panic set in because I could not reach anyone at super.com. I continued to wait for an agent on Super.coms live chat. After waiting 3 hours, the chat continued to say waiting for an agent. At this time, I realized that super.com doesnt care about the customer, just the dollar sign. Im hoping you can help me resolve this. Im not one to easily submit a complaint. However, I had no option when the website had no way of contacting someone for support nor documentation to prove it. Their lack of customer service made me unable to contact anyone to troubleshoot the matter or to investigate.

  

  Business Response

  Date: 06/16/2025

  Hi ***,
  
  Thank you for reaching out and sharing your experience with us. We completely understand how important it is to have your travel plans go without a hitch, and we truly appreciate your patience in the midst of this situation.
  
  First, I'd like to assure you that we have escalated your case for a thorough review. After speaking with the hotel, they have not been able to confirm a refund because the booking dates were two months ago. However, weve reached out to our travel partners to explore all possible options and are awaiting further insights.
  
  I want to reassure you that we are committed to looking into this matter diligently. We value your experience with Super.com and want to ensure we provide you with the support needed. Rest assured, once we have more information, our team will follow up with you via email.
  
  Thank you for your continued patience and understanding. Please dont hesitate to reach out if you have further questions or need assistance in the meantime.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23452778
  
  I appreciate Super.com agreeing to work with their vendors to address this issue. Id like to get additional information on the next steps and what to expect in terms of resolving this issue. My hope is to get a refund due to the inability to make contact their customer service team  at the very most, Id like a credit to use for another booking.

   

  looking forward to see what more comes of this  

  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 06/17/2025

  Hi ***, 
  
  Thank you for your detailed follow-up email.
  
  In order to move forward with your request, we kindly ask that you provide official documentation from the hotel confirming the circumstances related to your booking. As it currently stands, our records indicate that the hotel has processed the charge on their end.Once we receive the necessary documentation, well be happy to review it and assist you further.
  
  Please let us know if theres anything we can help clarify in the meantime.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23452778
  
  I am rejecting this response because:

  the hotel booking was processed through Super.com. It shows on the credit card as Super.com. There is no document to provide because Super.com managed the reservation. I couldnt get a hold of anyone from Super.com to address my reservation. 
  

  im trying to obtain either a credit or refund from Super.com because there was no way to reach anyone in customer support. 
  
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 06/22/2025

  Hi ***,
  

  Thank you for reaching out and sharing your experience with us. We're here to provide clarity and support for your situation.
  

  We understand you wanted to modify your hotel reservation dates, and we appreciate your patience as we looked into this for you. Our team has communicated with the hotel about your request to change the dates.
  

  The hotel has completed their review and, based on their policy, they have decided to maintain the original booking details. We fully respect their policy and are here to assist with any additional questions or needs you may have.
  

  Your satisfaction is our priority, and were grateful for the opportunity to support you. Please feel free to reach out if there's anything more we can do to assist you.
  

  Thank you for your understanding and cooperation.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23452778
  
  I am rejecting this response because:

  Im confused because my issue isnt with the hotel, its with the service provided by Super.com. It sounds like youre placing all accountability on the hotel, when in reality, the issue was the inability to obtain customer service support from ********************. 
  
  Is Super.com not holding themselves accountable for the services you provide the customers? If not, I may consider reaching out to your hotel partners so they are aware of the treatment your customers are receiving from your website. Especially since I did not receive any support from your company until after filing a BBB complaint. 
  
  Im hoping you can understand my frustration.

  
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked using super.com on May 12, 2025 for a hotel name sleep inn and suites. Upon arriving I was informed by the hotel front desk that Super.com virtual card declined. I were advised to reach out to super.com regarding the issue of THEIR virtual card declining. I was placed on hold numerous times, hung up on. When I finally called back The 6th time a represent told me They couldnt issue a refund they would have to escalate this to Their third party vendor. Its June months later and I havent received a refund or No response. Super.com is one of the ost deceitful, unethical business ever and should be investigated. Id like to have my refund for this reservation I couldnt use! I ended up having to book through choice and paying a higher rate this day since I couldnt check in using my reservation! Attached is proof I had to book using my *********** credit card on choice rewards resulting in a much higher rate Id like to be refunded for $112.50 since I had to wait hours and rebook at a higher rate because super.com virtual card declined!

  

  Business Response

  Date: 06/16/2025

  Hi Kawoin,
  
  Thank you for reaching out and sharing your experience with us. We understand the frustration this situation has caused, and were committed to resolving it for you.
  
  Please rest assured that we are actively reviewing your case, and our team has been in contact with you to work towards a resolution. Your concerns are important to us, and we are dedicated to ensuring they are addressed promptly and to your satisfaction.
  
  If theres anything else you need or if you have further questions, please dont hesitate to reach out. Were here to support you every step of the way and are committed to providing a positive resolution.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY SON GOT A ***** ON MAY ****** AND MY SON DIDNT KNOW IT WAS UNREFUNDABLE WELL HE REACHED OUT TO THE ***** AND SUPER.COM AND THEY SAID UNREFUNDABLE MY SON ALWAYS GET REFUNDABLE BUT HE WAS DISCRIMATED BY THE ***** FIRST THEY PUT HIM IN A ROOM WITH ROACHES AND SOMETHING BITE HIM AND HE HAS A SCAR AND WE ARE TRYING TO GET OUR ***** BACK EVEN THOUGH ITS NOT REFUNDABLE WE WILL REACH OUT TO THE ***** BUT THEY RERFFED US TO YOU

  

  Business Response

  Date: 06/15/2025

  Dear *****,
  
  Thank you for reaching out to us about your son's recent experience. We appreciate the opportunity to assist you and address your concerns.
  
  Our bookings are generally offered as non-refundable, which allows us to provide the most competitive prices for our customers. ******************** serves as a facilitator in the booking process, while the hotel manages the property conditions directly.
  
  For the specific concerns regarding your son's stay, including the room condition and its impact, we recommend addressing these issues with the hotel directly, as they are best positioned to provide immediate assistance and resolution.
  
  Please connect with the hotel management to discuss the matter and explore any potential gestures of goodwill they might extend. Should the hotel decide to issue a refund, we would be more than willing to facilitate the process on our end once we receive their written confirmation.
  
  We hope this information helps guide you towards a satisfactory outcome, and we are here to support you through this process.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23451992
  
  I am rejecting this response because: he booked the reservation with your company and they told us to reach out to 3rd party who made the reservation Ill get a written response 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/18/2025

  Hi *****,
  

  Thank you for reaching out to share your son's experience. We understand how concerning it is to encounter issues during a hotel stay, and we're here to offer our support.
  

  While the reservation was made under a non-refundable cancellation policy, your family's well-being and satisfaction are important to us. We're sorry to hear about the challenges your son faced with his room, and it's certainly not the experience we wish for any of our customers.
  

  As we operate as a third-party booking platform, our ability to intervene in such situations is somewhat limited. However, having documentation from the hotel regarding your son's experience can be crucial. It will allow us to better support your request by collaborating with the hotel to explore any possible resolutions or exceptions.
  

  Please have your son contact our customer support team with all relevant details of his stay and any documentation he might have. We appreciate you bringing this to our attention and look forward to assisting you in addressing these concerns.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23451992
  
  I am rejecting this response because: he tried to get a refund and yall denied it
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/22/2025

  Dear ******,
  

  I hope this message finds you well.
  

  I am writing to inform you that your refund of $57.95 was processed on June 18, 2025. You can expect the amount to reflect in your bank account within the next 3-5 business days.
  

  If you have any questions or need further assistance, please do not hesitate to contact us.
  

  Thank you for your patience and understanding.
  

  Best regards,

  Super,com

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******