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:06/04/2025

  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.

  June 3rd I made a reservation at the ** ****** ** in Bakersfield through Super.com and arrived approximately 2 hours later to check in but the hotel DIDN'T HAVE MY RESERVATION. I showed them my reservation number multiple times but the hotel didn't have my reservation. I tried reaching out to Super com but couldn't reach them by phone or through their ap. I was forced to make a new reservation and pay double!! At the time of making my reservation I paid the extra fee so my reservation would be refundable BUT when I finally reached a reservation I was told I would need to click on the link in my reservation email and then the team would "consider" wether or not they would give me a PARTIAL refund. I was not able to use my reservation and spent hours dealing with the problem late into the night. I need a Full refund and compensation for their mistake Confirmation **********

  

  Business Response

  Date: 06/04/2025

  Hi Richard,

  Thank you for reaching out and sharing your experience with us. I understand how concerning it was to arrive at ** ****** ** Bakersfield and find that your reservation was not acknowledged, especially after making the booking just two hours prior.
  

  I apologize for the inconvenience and the trouble you faced when trying to resolve the issue, along with the added stress of having to book another room at a higher rate. We strive to ensure a seamless experience for our customers, and it’s clear that improvements are needed.
  

  I really appreciate your patience with this process. Just to let you know, I've processed a refund of $80.03 to your original payment method. The refund is initiated immediately, so you should see the amount in your account soon. Depending on your bank, it may take up to 5 business days for the amount to reflect.
  

  Additionally, we are committed to reviewing the situation to determine appropriate compensation for the inconvenience. Your experience is important to us, and we appreciate your patience as we work to make this right.
  
  Thank you for bringing this to our attention, and feel free to reach out with any further questions or concerns. We are here to support you and ensure a satisfactory resolution.
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:06/03/2025

  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.

  Simple explanation. The property employee failed to log my call and hold my reservations. I called the property and explained that I would be arriving a day late. The employee failed to make a note in the system. When I arrived the next day I was told they could not find my reservations. After a several minutes they found it. The employee in shift stated that I failed to show up for my reservation the day before. I explained that I had called and set arrangements to arrive a day late. I also produced a cell phone bill with proof that I called. SUPER.com and ************* are playing the, its not our fault and keep pointing the finger at each other. I demand a refund from the company that kept my money. Whether it was Super.com or Hilton. If I can not recover my money I will seek information on how to file a small claims court suit.

  

  Business Response

  Date: 06/06/2025

  Hi *****,
  
  Thank you for reaching out and sharing your recent experience with us. We understand the importance of seamless communication, and we sincerely regret any inconvenience you encountered.
  
  After reviewing your case, our support team has sent a follow-up email requesting any additional documentation you might have. This will help us ensure all relevant information is collected to address your situation thoroughly.
  
  We're committed to assisting you in resolving this matter and appreciate your patience as we work towards a solution. If you have further questions or need assistance in the meantime, please do not hesitate to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/03/2025

  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 only booked a hotel room and they have charged me on three different cards $15 a month. i never signed up for anything. This is blatant fraud and identity theft

  

  Business Response

  Date: 06/09/2025

  Hi Tiffany,
  
  Thank you for bringing this to our attention. We completely understand your concern and the seriousness of seeing unexpected charges.
  
  After thoroughly reviewing your account, we found that only two charges were successfully processed. Our team is actively working on this, and since you mentioned charges on three different cards, we have escalated your case further to ensure everything is sorted out.
   
  To address your concerns promptly and provide the necessary assistance, our support team has attempted to reach you by phone. If you have a moment to connect with us, we'd be more than happy to go over the details and help resolve this issue quickly.
  
  We are committed to ensuring your peace of mind and clarifying any confusion regarding your bookings. Please know that we are here to assist you every step of the way.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/03/2025

  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 three-night stay through Super.com at ******* *** * ****** by ********, located at *** *** ***** **** *** ********** **, with check-in on May 30, 2025 and check-out on June 2, 2025. However, upon arrival, I discovered that the hotel is no longer a ******* *** * ******. It is now operating as *** ******** *****, which is independently owned and not affiliated with ******* **** This is not the hotel I booked, and it is entirely different from what was advertised on Super.com at the time of my reservation—and, as of today, Super.coms website still falsely lists this property as a ******* **** I chose to stay at a ******* *** based on positive past experiences and would not have booked otherwise. This amounts to false advertising and misrepresentation. I paid $354.32 to stay at a specific, trusted hotel brand, and instead was placed at a completely Idifferent, lower-quality establishment. *** ******** ***** currently has a 2-star rating on ******, which reflects the poor experience I had: • Our room was not ready at the designated 3:00 PM check-in time • The room itself was dirty • The hotel was understaffed, and there was rarely anyone available at the front desk Furthermore, when I contacted Super.com’s customer service, I was told that no refund would be issued since the stay was already paid for. I was even advised to go somewhere else if I was unhappy—but was told I’d still be charged regardless. Customer service attempted to justify the situation by saying the hotel “recently changed.” However, this is inaccurate. I booked 4 days before the trip, yet the ******** has reviews dating back over two months, confirming that the changeover had happened well before my booking. This experience was misleading, frustrating, and unacceptable. I am requesting a full refund due to Super.com’s inaccurate and outdated listing, which directly influenced my booking decision.

  

  Business Response

  Date: 06/09/2025

  Hi Barry,
  
  Thank you for sharing your experience with us. We understand how crucial it is to receive exactly what you expected, and we appreciate your detailed feedback regarding the situation.
  
  Your insights are invaluable, and we are actively working on this. We have escalated your case and reached out to the hotel to discuss your experience. While the reservation was utilized, we have been informed by the hotel that a refund is not possible in this instance. However, we are keen on addressing the discrepancy between your expectations and the property's current state.
  
  We are committed to ensuring our listings are up-to-date and accurate to enhance the experience for valued customers like you. If there's anything else we can do to assist you, please feel free to reach out. We are here to support you and enhance your future experiences.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/11/2025

  
  Complaint: ********
  
  I am rejecting your response because I find it completely unacceptable.  While we did complete our stay at the hotel, it was only because Super.com refused to issue a refund when we initially called right after we realized that the hotel was not as advertised.  We were left with no choice but to stay since we had already paid, and were told that we’d be charged regardless—even if we walked away.

  The bottom line is that this was false advertising by Super.com (not the hotel chain). YOUR listing clearly stated that we were booking a stay at ******* *** * ******, a trusted brand we specifically sought out.  Instead, we were placed in a completely different, independently run hotel with much lower standards (and to this day, Super.com continues to falsely advertise/list it as a ******* *** * ******).

  Whether or not the hotel chain will issue a refund is irrelevant.  We paid Super.com, not the hotel, and it was your platform that provided the false/incorrect information.  A refund should come from Super.com for the misrepresentation. This is basic accountability.

  I expect a full refund for this booking mistake/misrepresentation and won’t settle for a ‘canned apology’ while being told nothing can be done (which is ludicrous).  You’re just opting not to do so.  You clearly misled a customer—make it right!
  

  Sincerely,

  Barry M****

  

  Business Response

  Date: 06/12/2025

  Hi Barry,
  
  Thank you for your continued patience as we worked with both the hotel and our travel partner to review your case.
  
  We’ve carefully looked into the situation, and the hotel has confirmed that the booking was still utilized, which is why a full refund could not be approved. While we’re unable to override that decision, we truly understand your concerns and want to make things right where we can. As a one-time courtesy, we’d like to offer you 20% in Super Travel credits as a gesture of goodwill and appreciation for your understanding. These credits can be applied to a future booking at your convenience.We truly value your business and hope to provide you with a smoother and more enjoyable experience next time.
  
  If there’s anything else we can assist you with, please feel free to reach out.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 06/17/2025

  
  Complaint: ********
  
  I am rejecting your response because I find it unacceptable, if not laughable.  I have no desire to have any further dealings with Super.com.  I initiated this process through the BBB in hopes of obtaining an acceptable/reasonable resolution, but will be forced to move forward with other alternatives since you are not accepting proper responsibility for your total misrepresentation, and are obviously unwilling (not unable) to make it right.
  
  Sincerely,
  Barry M****

• Initial Complaint

  Date:06/03/2025

  Type:Billing 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.

  On 12/18/24 I used super.com to book a hotel room at ********** ****** ******** We paid for the room with my husband’s credit card. At no point while booking did I check a box or click a button to consent to being charged a monthly fee of $15 for a Super+ membership. I never received an email confirming that I had signed up for a membership. I didn’t use super.com for anything in the time since. However, on 5/23/25, my husband happened to check his credit card statement and realized that the credit card we had used to book the room on super.com was being charged $15 monthly for a Super+ membership. We had no idea what a Super+ membership was and we were not receiving any services or benefits for it. I went onto super.com and confirmed that somehow I had been signed up for a Super+ membership without my consent that we had been getting charged monthly for. In total we have paid $90 for this membership that we never signed up for, and I would like a refund. It was never made clear on the website that by booking a hotel room through super.com that I would be charged monthly for a membership that I didn’t want, and again, there was no confirmation that I had inadvertently signed up for anything. If there had been, I would have immediately cancelled. I also don’t know why the billing date is on the 23rd of every month since we booked a room on the 18th. I didn’t use the website on 12/23/24 and did not consent to being charged monthly on that date or any date. I cancelled the membership today after trying to go through customer service, but it made me jump through multiple pages, check multiple boxes, and click multiple buttons to finally cancel. I tried to start a chat with customer service to get refunded for this membership that I didn’t sign up for, but the chat button kept leading me back to the home page. I feel very misled and tricked as a customer by a dishonest business. Attached is the only email I’ve ever received from them and it doesn’t mention a membership.

  

  Business Response

  Date: 06/04/2025

  Dear Shannon
  Thank you for reaching out to us! We hope you had a fantastic hotel stay in ********** and enjoyed your experience.
  

  You may not have noticed that you signed up for our yearly membership program during your booking. This membership offers 10% cash back on all travel bookings made through Super.com and other valuable savings and earning opportunities.
  

  We have canceled your membership and refunded $90 to address your concern. Please allow 3–5 business days for the refund to be reflected in your account, depending on your bank’s processing time.
  

  Please don’t hesitate to reach out if we can assist you with anything else. We truly value your feedback and hope to serve you again.
  

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/05/2025

  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. I do, however, hope that Super.com will change how they sign people up for the membership as it is currently dishonest and predatory. I will be sure to no longer use Super.com in the future and will warn others not to use it as well as I do not understand how they claim to have an excellent rating with BBB on their website with such predatory practices. 
  
  Sincerely,
  
  Shannon D***

• Initial Complaint

  Date:06/03/2025

  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.

  06/01/2025 I used Suoer.co. to book a hotel stay at sleep inn in Jacksonville FL and the room was non refundable which was fine but when I got there the room wasn't available so I reached out to super.com to let them know that I understood that the room I booked was non refundable the room wasn't available so the lady I spoke with said she couldn't give me a cash refund but a credit to my super.co. account well the credit never posted and when I reached back put they said that they can't promise refunds and I'm like that lady said this to me because the room wasn't available I feel like they have bad business it's very hard to talk to alive person and they lie they shouldn't be able to take ppls money and book rooms and not help

  

  Business Response

  Date: 06/04/2025

  Hi Myisha,
  

  Thank you for reaching out and sharing your recent experience with us. We understand your concerns about arriving at your hotel without an available room and the challenges you faced in receiving assistance thereafter.
  

  I am happy to inform you that a credit of $115.28 has been processed to your Super.com account as a gesture of our commitment to resolving the situation. This should be available for use towards future bookings.
  

  We appreciate the opportunity to clarify our policies and how they aim to ensure our customers feel supported. Your feedback is valuable in helping us improve our service and offer seamless solutions.
  If there's anything more we can do for you or any other questions you might have, please feel free to reach out directly. We are here to help and wish to provide an even better experience in the future.
  

  Thank you for your patience and understanding.
  

  Warm regards,
  Super.com
  
  

  
  

• Initial Complaint

  Date:06/03/2025

  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 would like my account to be closed but yet they said I had to call. Was on the phone with them for 6 minutes too long to be placed on hold. Im mot on theyre time they are on mine. They failed to delete my account after I physically told them through chat to do it.

  

  Business Response

  Date: 06/06/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience with us. We understand your time is valuable, and were committed to providing a smoother process for you.
  
  I want to assure you that we have escalated your case. Our support team has sent a follow-up email detailing the next steps to assist you with closing your account. We're here to ensure the process is as straightforward as possible.
  
  We appreciate your patience, and if theres anything more we can do to assist you, please feel free to let us know.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/03/2025

  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.

  April 28 I reserved a one night stay at a hotel. My credit card was charged at that time for $320.99. On check out on May 25, the hotel provided me with their invoice with a charge of $275.54. Super.com overcharged me and I'd like a refund.

  

  Business Response

  Date: 06/06/2025

  Hi ********,
  
  Thank you for bringing your billing concern to our attention. We understand how important it is to have clarity regarding the charges associated with your hotel reservation.
  
  Our hotel rooms are sourced through a network of partners and wholesalers, which enables us to offer competitive rates. Our unique advantage lies in our access to exclusive deals. While the hotel may provide a folio for your records, the invoice you received at the time of booking serves as the official documentation outlining the charges.
  
  The amount listed on the hotel's folio reflects the negotiated rate between the hotel and our travel suppliers, rather than the retail price. It includes additional fees imposed by the hotel, along with a small margin to cover our operational costs.
  
  We take pride in offering some of the lowest prices available, allowing you to allocate more of your budget to other aspects of your trip. If you need any further assistance or clarification, please do not hesitate to reach out. Were here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23412951
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 06/12/2025

   

  Please continue. I'm unsatisfied with their service.

   

  

  Business Response

  Date: 06/13/2025

  Hi ********, 
  
  Thank you for following up. Weve reviewed your reservation in full and are happy to provide more clarity around the charges.
  
  The total of $320.99 you paid through Super.com included the room rate, local taxes, and the $30 Enhanced Refund add-on you selected at checkout, which offers the flexibility of a full refund in case cancellation is needed.
  
  The invoice provided by the hotel reflects their internal rate at the time of your stay, which may differ from your booking due to dynamic pricing and the way rooms are sourced. It does not include the service fees or additional benefits that were part of your Super.com reservation.
  
  Our platform partners with travel providers to secure competitive rates and offer value-driven booking options that may not be available when booking directly. Service fees help support this model and ensure we can continue delivering the best deals, a reliable booking process, and dedicated support when you need it.
  
  We hope this explanation clears things up. Your reservation was fulfilled as booked, and all charges align with the total you authorized at checkout. If theres anything else we can assist with, we're here to help.
  
  We appreciate your business and look forward to helping you plan your next trip with us!
  
  Best regards, 
  Super.com Team

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23412951
  
  I am rejecting this response because:

  I was overcharged.  And I want a refund. According to reviews, this isn't the first time Super.com has done this. Charging extra was never mentioned during reservation process.

  I'm very surprised they're permitted to doing business. All other travel apps have no reviews like this.

   

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

• Initial Complaint

  Date:06/02/2025

  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.

  Worst experience ever Ive tried to give them chance after chance I booked a room at quality in hotel in ************* *********i called to confirm that I for sure had a valid booking with this hotel .for06/03/25-06/04/25 and theu were in fact over books but super still took my money and now they are saying its 100% none refundable this is absolutely disgusting and they have inconvenience me many times the hotel provided the documentation that was need to get my refund back and they still would not give me my money the manager and worker are rude and have disgusting attitudes the supervisor said that he would not give anything back to so basically Ive been robbed on top of being treated badly as a regular customer never again they even took the credits I already had on my account which was also my money

  

  Business Response

  Date: 06/03/2025

  Hi ******,
  
  Thank you for reaching out and sharing your experience with us. We truly understand how important it is for our customers to have seamless and pleasant interactions, and we're grateful for the opportunity to address your concerns.
  
  Having carefully reviewed your account, we can confirm that a refund in Super Travel Credits amounting to $61.91 was processed. Shortly after, there was a deduction of $15 for membership, and the remaining $47.01 was used for Super Cash redemption.
  
  Your feedback is invaluable in helping us enhance our services. We aim to provide support to all our customers and ensure their concerns are addressed effectively.
  
  If there's anything further we can do to assist or clarify, please don't hesitate to reach out. Your satisfaction is important to us, and we're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/02/2025

  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.

  This business is a scam. I booked a Double King *** and received a Studio room upon check-in. The hotel refused to acknowledge my booking via Super.com and proceeded to convince me that a smaller studio is somehow an "upgrade" from a larger double king room for which I paid. I contacted Super's "customer service" multiple times for a refund of the difference in room categories, and they continued to postpone or completely ignore attempts at a resolution.

  

  Business Response

  Date: 06/06/2025

  Hi Mokhtar,
  
  We appreciate you reaching out and sharing your experience with us. We understand how receiving a different room type than you booked might not have been what you expected, and we're grateful you brought this to our attention.
  
  Upon reviewing your case, we made it a priority to address the situation with the hotel. We're pleased to let you know that we have successfully secured a partial refund for the difference in room categories. An amount of $152.67 has been processed to your original payment method.
  
  At Super.com, ensuring our customers have a seamless and satisfying experience is paramount. We hope this resolution meets your expectations, and were here if you need any further assistance.
  
  We look forward to serving your travel needs in the future and ensuring a smoother experience.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/06/2025

  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,
  
  ******* ******