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Super.com has a consumer rating of 3.7 stars from 2,062 reviews, indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Super.com most frequently mention customer service, credit card and hotel room problems.Super.com ranks 7th among Plane Tickets sites.
This company responds to reviews on average within 2 days
Great price for hotels, and an easy booking process. No issues. I didnt have the need to connect with customer service since it was pretty easy to follow thru
They give you low prices by putting a very very small fine print that they don't cover any other fees other than the room. You have to pay the hotel for other fees. Never had this problems with other platforms. Stay away no matter how cheap they state. There's always hidden fees somewhere
Our experience was all good, quick, easy, good value...
Value and choice
Bad customer service and unreasonable policies ( possible scam)
I made hotel reservations and paid extra for cancellation, 2 hours later I discovered that I booked the wrong one and wanted to change it or upgrade. They said I have to fill out a refund form first. They rejected it claiming that it was confirmed. I told them I don't want to refund I just want to change the hotel they still denied and didn't even try to help or understand. I asked the hotel they have no reservations under my name. I checked again the today and still no confirmation from the hotel and no reservations under my name.
I feel like I have been scammed.
Tip for consumers:
They could’ve easily, cancelled my reservation especially after couple of hours of the purchase, since the hotel didn’t receive any reservations under my name but they didn’t even try.
Products used:
Hotel reservations
I paid $135.94 for a hotel reservation, which Super charged my card. When I arrived at the hotel, the hotel said they had never received payment for the room. They contacted Super who said it was their partner's job to make the payment. After three hours Super said they would cancel the reservation and give me a full refund, which they did. Problem is, now I had to redue the reservation though the hotel, which cost me $166.28 along with three hours of waiting for a resolution.
Needless to say, you get what you pay for. I'll never use Super again in the future.
Date of experience: July 30,2024
Products used:
Hotel
Hi Gary,
Thanks for taking the time to share your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
We appreciate your understanding and want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve the issue by issuing the full refund back to your account.
We value your feedback, and as a demonstration of our commitment to continuous improvement, we're delighted to offer you a credit to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a future stay. The credit is already available for your use.
To process the partial refund for the price difference of the amount you paid to the hotel directly, our Support team has been notified and will get in contact with you as soon as possible for further details.
We appreciate your understanding in this matter.
Please everyone watch out for this company.
I was searching for "Free Cancelation" hotel options because I am not 100% certain about my New Year Eve plans.
I found a super.com offer that stated "Free Cancellation" and selected it to purchase.
After my selection was made, a note immediately popped up to tell my cancellation was "UPGRADED", which by definition means, "To raise the quality of; to improve the grade of".
Once I got my confirmation email, I realized that the dates that were selected were for only 1 night, and I had intended to book for 2. I went back to cancel the reservation with the intent to re-book for 2 nights, and then noticed the confirmation email states "non-refundable".
I reached out to their customer service via internet chat, and then via phone, and then spoke with their supervisor, only to find out what happened.
Apparently they have a different definition of what "free cancellation" and "upgrade" means, and it was my mistaken to not have known that. They stated that once the cancellation was "upgraded", what they meant was, "Your 'free cancellation' is no longer available, instead we are giving you 'travelers insurance' and changing it to a 'non-refundable status except for unforeseen circumstances".
As a 40 year old educated professional, I am very bothered by this. It is clear that this company is using confusing advertising and purposefully sneaky ways to manipulate the customer into thinking they are buying something that they are not.
This booking was 4 months in advance, I IMMEDIATELY reached out to them one I realized what happened, and they gave me no sympathy, concern or understanding. Pardon my French but they were essentially like, "Tough $#*!, deal with it. You were stupid for not reading the fine print and assuming we would not want to rip you off".
I will never again use this company, and I will do everything in my power to make sure everyone knows about my experience, so they may not be stuck with a $300 room they will not use, and a disheartening experience with a customer service department.
Tip for consumers:
Make sure you read their fine print with a fine tooth comb because they will try to trick you and then say that it was your fault for being tricked
Products used:
I ordered a hotel room from their website
Hi Jessica,
Thanks for taking the time to share your feedback with us. Your input is invaluable to us, as it guides our continual improvement and growth. We take these matters seriously and assure you that integrity and transparency are at the core of our services.
We understand your concerns regarding the upgrade to your refund policy and would like to provide some clarity. When making a reservation, it's essential to differentiate between the type of booking selected.
You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. By choosing for an enhanced refund option, you may get more flexibility under certain conditions, though the upgrade itself is non-refundable.
For those who choose a flexible rate, cancellations within the grace period are fully refundable. If they decided to further enhance the policy, it's designed to provide additional protection, but certain terms must be met for a refund to be issued.
For a detailed overview of our reservation policies, we recommend reviewing the Terms & Conditions on our website. To learn more about the Enhanced Refund policy, please visit the following links:
https://go.super.com/2g8g3QA
https://www.refundable.me/extended/en/
We hope this clarifies the reservation policies for you.
We booked a hotel through Super for 4 nights from 2nd October. We made this reservation on Saturday 28th September after our previous booking with another hotel was canceled due to storm damage from Hurricane Helena
We arrived at the hotel, Barefoot Beach Club on Madeira Beach, to find it closed due to storm damage!
Super.com should not have taken our booking as the hotel would already have been closed at the time of booking.
We returned to Tampa to find all the accommodation booked because of people being displaced by the storm damage. We almost had to sleep in our car but after 2 hours of searching luckily found a room for the night
I can't believe Super.com booked us into a hotel which was buried in sand and had no power, they should have known this.
Incompetence on a Biblical Scale!
We've had to pay rack rate for inferior hotels because we're having to book whatever we can find last minute. Super.com are even less interested in paying compensation than they were in supporting us to find alternatives.
Unbelievably they won't even refund the money we paid them originally until we prove that we found an alternative by sending them copies of the receipts!
I can't think what they would do if we'd been forced to sleep in our car….
And now I'm being asked to upload copies of the invoices from the hotels I had to book myself because of Super.com's incompetence before they will refund me! And I'm being told that one of my documents isn't good enough so they can't proceed. It can't be difficult to find out that the hotel is still closed for themselves. Shameful behaviour to avoid doing the right thing.
14 October; still waiting for a response. I've tried raising a Formal Complaint as well but that's been ignored as well. Despicable.
Hey Alistair,
Thank you for sharing your experience with us. We're sincerely sorry to hear about the difficulties you faced during your recent trip, especially in the aftermath of Hurricane Helena. We understand how challenging it must have been to arrive at a hotel that was temporarily closed.
While we depend on our hotel partners for timely updates, this experience has highlighted areas where we can improve. We're already taking steps on enhancing communication to ensure that such situations are better handled in the future.
We recognize how tough it can be to secure last-minute accommodations, particularly during busy periods. We're committed to improving our support, so you have more reliable options and assistance should a similar issue occur again.
Upon review, it appears that you've initiated a chargeback with your bank or payment provider, indicating a formal dispute. As a result, our ability to take further action is now limited.
Our Chargeback team is currently gathering all relevant documentation and will submit it to the card processor for mediation. From this point forward, any updates or resolutions regarding the matter will need to be handled through your financial institution.
We appreciate your understanding in this process. If any additional information or documents are required from our side, our Chargeback team will work closely with your financial institution to ensure a thorough review.
We hope this provides clarity and addresses any remaining concerns you may have.
Booked a room in Cancun and nowhere did they disclose the extra $65 resort fee that I was charged when I arrived to the hotel. Total SCAM. Understand these fees exist but you must disclose this info BEFORE you sell the room so customer can take this into consideration.
Hi David,
Thank you for bringing this to our attention. We want to assure you that our company is reputable and trustworthy. 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.
We understand that encountering unexpected fees can be surprising. It's important to note that hotels often have standard practices of charging a mandatory deposit and/or resort fees directly to guests.
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 hotel's terms and conditions section, pre-booking. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion.
We trust this explanation provides clarity on the matter.
Super.com have the inability to describe their rooms correctly. They throw the word "twin" around with gay abandon and in the next, twin is replaced by "two singles. In hotel parle these are the same. I have visited many Hotel websites which show correct room names and descriptions but when one finds the same hotel on the Super website, one would swear one was looking at a totally different hotel. The room names and description by Super don't actually exist. "Comfort Twin Room, 2 Twin Beds ", to me this is four beds. Now try to fathom this out "1 X Comfort Twin Room, 2 Twin Beds [Bedtype: 1 Twin]".
See https://www.super.com/travel/requests/_VK6ezZcbJ-Ic7wZqjbhRA/hotels/1WprrVjV
This is the gobbledygook one has to interpret. They need to be precise in their room description if they expect people to book with confidence, The prices they display are often far below other suppliers. Now here's the rub. At checkout the wonderful price suddenly dissolves when one is greeted with a massive "taxes and service fees" exponent, which raises the price to around that of competitors. Fix your site if you are playing the game.
Hi CL,
Thanks for taking the time to share your feedback with our booking process. Your input is invaluable to us, as it guides our continual improvement and growth.
We want to bring to your attention that the room type was clearly provided in the options before you book the reservation. There is a disclaimer on the left side of the app or website under the Room Information that specifies that the "Comfort Twin Room, 2 Twin Beds" will indeed have 2 twin beds upon check in.
Regarding your concern about the taxes and fees applied on the booking, please know that the room rates at checkout will include all applicable sales taxes, ensuring transparency and a clear understanding of the total cost upfront. On the final checkout page, you will find the total price, which includes all fees and taxes. This final summary ensures you have a complete and accurate picture of the costs involved in your booking, allowing for a fully informed decision.
The taxes and fees are comprised of applicable local taxes & service fees. While charging fees is necessary for running a business, we do try to keep them as low as possible to provide our customers with the best rates.
We hope this clarification addresses any doubts or concerns you may have had.
Everything was simple and easy to navigate. No hassles. Enjoyed my hotel stay.
Price and convenience
Okay - easy and fast. But not good customer service when outside the USA
All good no issues to report, please don't ask for reviews, thanks
Easy to use. Will use again! Best price on trivago for hotel room.
Lowest price
Good selection of accommodation at reasonable prices. Good communication.
Easy to use and great pricing in my opinion. Nice hotel! Yep!
I found the experience with Super.com very poor as I had to make changes and reduce the amt of my stay at a hotel. The representative "Fernando" just stated it was nonrefundable and disconnected the call. I had no recourse and they expected me to just give up. My father was sick which led me to reduce my stay. The travel agent provided me no options. I recommend that no one uses this service.
Products used:
travel
Hi Gregory,
Thank you for sharing your recent experience with our Support team. We sincerely hope for your father's speedy recovery. Your feedback is invaluable to us, as it guides our continual improvement and growth.
We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria. As your booking is now past the refundable period and is under a non-refundable policy, any modifications or cancellations will typically require approval from the hotel. We suggest reaching out directly to the hotel to discuss any potential adjustments.
If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.
Once you have received approval, please initiate a cancellation, by visiting: http://go.super.com/amendmentform and following the prompts.
We hope this information clarifies the process for you.
I booked the wrong hotel from a friend letting me know which one to book and Super.com had no problem reminding.my money and I was able to book the right hotel them, all with in 2 business days, I was impressed... I will book here again for sure...
Hearing this site from a friend
The hotel reservation was easy to make (for a same-day stay), but I was unaware that I had also signed up for a monthly subscription to Super+ until a $14.99 charge showed on my credit card a week later.
Lower hotel rates than booking directly through the hotel's website. Visible through travel sites (kayak.com, in my case).
We originally booked a reservation and had to change our dates (needed to check out 1 day earlier. Instead of being able to change our dates, we had to cancel our first reservation made and make a whole new reservation. Very frustrating.
Was told we had to cancel our existing reservation and make a new reservation to change our dates.
Thought it would be an easy process.
Can you understand why I can't get a refund? This is clearly a scam. They can take your money too easily.
I made a non-refundable hotel reservation. However, this policy applies, of course, when the customer changes his or her mind and cancels or changes the reservation.
However, in my case, the hotel canceled my reservation. The reason is that according to hotel policy, I cannot extend my stay at the hotel, so I canceled my reservation. However, when I made the reservation, no one even at Super.com made it clear to me that they had such a policy.no. Even Super.com was not aware of such details about the hotel. So the hotel canceled my reservation and my reservation disappeared. However, Super.com was not even aware of the cancellation of my reservation. Then they told me that the only way to receive a refund was to fill out documents and receive them.
However, the hotel says that they can provide the documents if contact Super.com and ask them to fill out the documents. Also, the hotel said they did not receive any money for my reservation.
However, Super.com says they cannot contact the hotel.
They say they are business partners but cannot contact them. So they are not refunding me.How can they take my money so easily?It's clearly a scam. If I don't say this, there will be another victim.And if you look at it as an individual, it is a small amount of money, but if you extort money from so many people, it will not be a small amount in the end. Only my money has already been no refunded $1000.
Hi Youna,
Thank you for bringing this to our attention. We’re proud to be a trusted company recognized in several reputable publications. 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 situations like this, if you've exceeded the length of stay limit on your booking, the hotel management is entitled to enforce their policies. 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've checked our resources, and it seems that your reservation is booked under a non-refundable and non-amendable policy, which generally limits modifications or cancellations. While the hotel may have approved the refund, some of our travel partners can be very strict regarding non-refundable bookings.
Recognizing the unique circumstances; we're prepared to make an exception on occasions such as this. Our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.
We hope this clarification addresses any doubts or concerns you may have had.
I booked an 8-day all-inclusive stay through Super.com on 06-02-2024. Everything seemed fine at first, but then the issues started.
On 03-04-2024, the hotel told me there was no all-inclusive booking under my name. I contacted Super.com, and on 08-04-2024, employee nr.1 from customer support said he was talking to the hotel to sort it out. But on 14-04-2024, employee nr.2 told me they couldn't handle it directly with the hotel and offerd me to pay for the upgrade myself and then get reimbursed.
I found out from the hotel that the all-inclusive upgrade would cost €50 per person per day, totaling €700 for our stay. I let Super.com know we were okay with this, and employee nr.3 confirmed on 17-04-2024 that they just needed the invoice for reimbursement.
I sent the invoice via their "Amendment request" as requested by them on 20-05-2024, and employee nr.3 confirmed the reimbursement was processed. However, I never got the money. On 27-05-2024, I followed up and was told by employee nr.4 on 28-05-2024 to contact my bank. My bank confirmed they hadn't received any money, so I informed Super.com again.
On 31-05-2024, employee nr.4 told me the original booking was canceled and asked for my PayPal details to refund the remaining amount (that is a few hundred euro's). I sent my details immediately but still haven't received any reimbursement. Despite being very polite and contacting them.
I'm really sorry to have to write this negative review because the communication with Super.com has always been pleasant. My goal isn't to bash the company, but I just want the amount reimbursed that was promised before our trip. If I hadn't been offered this refund, I could have canceled the booking.
This whole situation has been very stressful, especially since I had an important surgery shortly after returning from the holiday. This has caused significant financial strain, and the delay in getting the promised refund is making things worse.
Super.com needs to fix this and make sure customers get the support and refunds they're promised. The repeated miscommunications and delays are unacceptable. I hope sharing my experience will lead to better service in the future.
Thanks for reading!
Products used:
All-inclusive upgrade.
Hi Romy,
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 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. Upon checking, our Support Team has already refunded your original booking with us in full last May 31,2024. In this case, the remaining refund has been issued to the PayPal account you have provided, and it usually takes 1-2 business days to be processed. Please refer to the email we've sent for the exact amount. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
We value your feedback, and as a demonstration of our commitment to continuous improvement, we're delighted to offer you a credit to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a future stay. The credit is already available for your use.
We appreciate your understanding in this matter.
I was nervous when I read some recent negative reviews. Our visit was perfect. Clean room, very friendly and helpful staff, delicious generous breakfast, happy visitors from other nations. Would definitely recommend it and a return visit.
We were invited to stay in Galveston,Tx to visit with family who were on a business trip, and needed a hotel for a couple of days. We were surprised at the cost of hotel rooms and wanted something within a certain price range without sacrificing quality, and while searching on the internet I ran across Super.com, and was extremely pleased with the price difference, and quality of service
I kept getting ads from here pretty guaranteeing an online loan of $250. Thought I'd give it a try. Except when I picked the option for a cash advance, it wouldn't let me go any further without paying$19.99 for their subscription. It was still basically promising a $250 advance. I paid the $ and finished the process, and it Denied me for the loan. I was livid, but it was late and still pending in my bank, so I couldn't do much then. Pretty much forgot about it until they chsrged another $19.99, overdrafting my account. I logged in (for the 1st time Ever) and decided to see if I could get that $250 advance they roped me in with and they offered me $30 + $3.99 to get it fast- loaded on to Their card (which I do not have because I didn't want the service in the first place). Seriously? $30? They charge $20 a month so I could get $30? It already cost me more than that. Of course, customer assistance is closed and I'll reach out tomorrow and Maybe change my review, but as of now... what a rip off and how rude to be so misleading to get people to subscribe. Not worth it at all. I never used this service. I want my subscription cancelled amd my money (paid for Nothing thus far) refunded.
Hi Kara,
Thank you for bringing this to our attention. We want to assure you that we are a reputable company, widely recognized in major publications.
To unleash the incredible benefits of the Cash Advance feature, all it takes is becoming a Super+ member. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.
To be eligible for cash advances, you have to meet our underwriting guidelines, which take into account a variety of factors.
If eligible, you can use Cash Advance twice per month and it will increase over time based on account history! So next time, after successful repayment, Cash Advance should increase!
If ineligible, you can reapply with a fresh linked bank account. If you still lack supported banks or are ineligible, we're happy to refund your subscription, as we're committed to ensuring our customers' satisfaction.
Our Super+ membership offers a variety of perks, including Cash Advance, Credit Building, and up to 10% Cashback on travel. We're here to support your needs, whether you choose to continue enjoying these benefits or decide to cancel your membership.
For assistance, please call our Support team at +1 (844) 461-2577 or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.
Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.
For more info, please check this article: https://go.super.com/NMPdZ04
We hope this information has been clear and helpful. If you require any further assistance, please do not hesitate to reach out to our Support team: https://go.super.com/ZormY3q
We're here to help!
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Super.com is the all-in-one app that puts more money in your pocket! Save big on hotels, access a cash advance, get cash back on purchases, boost your credit score, earn money playing games, and more. Super+ members unlock even greater savings and earnings. Visit super.com and make every day Super!
Hi Sana,
Thank you for reaching out and sharing your concerns about your refund request. We completely understand if you're feeling a bit uncertain, but please know that our credibility is backed by many reputable publications.
Regarding your booking, I’d like to clarify the difference in reservation types. You selected a non-refundable rate, which offers a discount in exchange for a more restrictive cancellation policy. We do offer the option to upgrade to a more flexible policy that allows refunds under specific conditions. However, it’s important to note that the upgrade fee is non-refundable due to the additional flexibility it provides.
For a complete breakdown of our reservation policies, feel free to review the Terms & Conditions on our website. You can also find more information about the Enhanced Refund policy here:
https://go.super.com/2g8g3QA
https://www.refundable.me/extended/en/
Regarding your reservation not appearing in the hotel’s system, it’s actually common for many hotels to process third-party bookings closer to the check-in date, which is why their internal reservation number may not yet be available. Please know that as a third-party platform, we have limited control over the hotel’s internal processes.
If you’ve been in contact with the accommodation directly, we recommend gathering any relevant details from the staff, including their names and positions. Once you have written approval, you can initiate the cancellation process by visiting: http://go.super.com/amendmentform and following the prompts.
We hope this clears things up for you, and we’re here to assist you throughout this process.