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Super.com has a rating of 3.4 stars from 2,099 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Super.com most frequently mention best price, next time, and friendly staff. Super.com ranks 15th among Hotels sites.
This company responds to reviews on average within 3 days
Errors with reservation, paid for nothing, can't reach an actual customer service agent. Book at your own risk.
Tip for consumers:
Don’t book with snap travel
Products used:
Hotel booking
Date of experience: June 16, 2022
The hotel charges less then what you'll pay with super.com! And after you realize the customer service will sluff you off...
Date of experience: December 10, 2023
Hi Katie,
We appreciate your feedback.
Our hotel rooms are secured through various partners, as well as wholesalers, enabling us to offer competitive rates. What sets us apart is our access to exclusive deals.
While the hotel may provide you with a folio for your records, the invoice you received at the time of booking serves as the accurate documentation detailing the breakdown of your charges for the purchase.
The price on the folio is not the retail price for the customer but rather what the hotel negotiates with our travel suppliers. They add their fees to us and we add a small margin to cover the costs associated with running a business. We're proud of having the lowest prices around — saving you money on hotels so that you can spend more on the rest of your trip!
Regards
It is cheaper! The program, once signing up is a good deal. It costs about $5 but gives more rewards back.
Date of experience: November 4, 2023
Best experience ever. Honestly the best one ever in my life. I highly recommend. Definitely booking again thank you so much
Date of experience: February 27, 2023
This was my first time using Super.com and was very pleased how well everything worked out. I will use Super.com again.
Date of experience: August 21, 2023
Appreciated the service had a wonderful trip very satisfiedGetting ready to schedule my next trip and many others in the future
Date of experience: May 23, 2022
Never heard of "Super" so I was a little skeptical but it all went the same as any of the big name booking platforms I've used.
Date of experience: August 21, 2023
The worst experience on a vacation I've had thus far reserving with these guys. I had 2 rooms reserved far in advance with super.com and reserving.com (with the purchased insurance mind you, both terrible agencies in refunding you your money). If you read the Diez Hotel website they claim both just a valid photo ID and easy cancellation if you run into any issues (see the screenshot for verification or the hotel's FAQs section).
Day 1 - We arrive at Medellin and it is raining. Immediately we try to check in to our already paid-for rooms with passport and/or government-issued IDs. However, the hotel denied our party the ability to check in because there is an "unwritten rule" that government IDs must be Colombian despite this not being a written policy anywhere nor a warning upon reservation. The hotel did not attempt to remediate the issue or be helpful whatsoever despite already being paid $800 for 2 rooms. Fortunately, other hotels nearby do not play these games and were more than welcoming to provide us rooms (tyvm Jo and Joe Hotel, they were half the price and super accommodating having no said policy to accept paying guests).
For the entirety of the vacation, I spent the week trying to get my $800 reimbursed by the hotel and reservation agencies because no service or rooms were provided. However, surprise surprise no one wants to return the money (even after purchasing the insurance with the reservation company!) and I am working ways to recoup my expenses having already paid half of that for 2 rooms with Jo and Joe Hotel, which again, were more than amazing and cheaper.
Stay away from Diez Hotel and this reservation company if you want to avoid a nightmare and not get robbed out of hundreds of dollars.
Tip for consumers:
Avoid if you are looking for peace of mind and good reservation service.
Products used:
Hotel reservation for vacation rooms
Date of experience: August 28, 2023
Hi Jose,
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.
We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
Regards,
This is the exact review I submitted to my credit card company..."Snap travel came up on Google search as the most economical choice for a standard king room for one night in NYC at The ArtHouse Hotel. The total for the room was $312.15 and the pricing detail listed a resort fee of $46. AFTER I checked out on PayPal the final bill was $401.88 including $84.73 in taxes and fees. Upon check-in at the hotel, the front desk collected another $150 deposit from me which I paid by another credit card (see attached). They told me the $150 deposit would include the resort fee. I told the front desk that SnapTravel had already charged me the $46 resort fee, but they insisted the resort fee is collected by them not SnapTravel. When I checked out the resort fee was charged to my other credit card (see receipt attached). I called SnapTravel this morning and they said I paid $84.73 in fees to include taxes of $14.05 and a fee of $70.69. When I asked what the $70.69 fee was for they said "It's the cost of running a business"! I explained to the Lady at NO TIME would I have ever agreed to pay SnapTravel a $70.69 fee to find a hotel room for me... I tipped 5.00 for the service, but would have NEVER agreed to a $70.69 service charge from them when I had search engines to find the lowest price up-front! I thought the $5.00 tip was the only cost to use SnapTravel! It makes no sense when I could have just as easily paid the hotel directly and/or bought the stay on Groupon. I researched prices beforehand and SnapTravel offered the lowest price with the price detail clearly referencing Resort Fees. I am disputing the $70.69 charge... I want my money back!"
Date of experience: May 9, 2022
Hi Angel, we really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that it’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents can provide you with the contact information for our Corporate team, so they can look into your case and contact you directly.
Thank you.
Worked great. Ithink this rly has some potential for whatever reason i have to till up to 100 words :)
Date of experience: April 30, 2023
I have been fighting with this company for 2 full days after they said they would issue the reimbursement if the hotel would allow the cancellation. They then continue to tell you the hotel has to deal with it but the hotels can not because this third party company is the one that takes the payment. And it says right on their bull$#*! website that they will contact the hotel. Also states "While we're committed to advocating on your behalf, please know that the final decision lies with their travel partners." also "we'll advocate vigorously for you". The lady at the hotel kindly cancelled my reservation and told me I should be getting a full refund from them. She wrote and email stating everything as such and I shared it with super.com "customer service". I haven't heard anything back from super.com. I have to keep calling and ask what's going on and they can't tell me. Last night the guy I talked to said the email was missing some things, so I got him to tell me what it needed to have and then he told me once they have that, a refund is no problem at all. I resent the email this morning with everything they requested that the hotel sent me. Again, left me hanging. So I called back again tonight… They don't have a direct number to the reimbursement/refund department. They can't transfer me either. They have no way to contact them he said. HE ACTUALLY SAID IN THE CONVERSATION THAT THEY DONT HAVE A REFUND/REIMBURSEMENT DEPARTMENT. I told him I wanted to speak to someone in charge... a manager, owner, anyone. He said they can only take information and also kept saying he doesn't understand that one. I asked him if this was a fake company. He said it wasn't. I said I don't believe that one bit. I told him I wanted this dealt with because they are doing everything in their power to feed me bull$#*! and I'm tired of it. This company is a joke. Look around for reviews. You will see. Any good reviews are probably posted on their behalf. They outright lie to you.
Products used:
Hotel reservation
Date of experience: November 8, 2023
Hi Nicole,
We are truly sorry that you had trouble with the cancellation of your stay, and to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.
Decided on a last minute trip to SF. Super found me a great hotel, smack in the middle of the city, cheap, and last minute. 10/10
Date of experience: February 25, 2024
We've used several services throughout the passed few years. Super.com came up with the best rates at a faster pace. Super satisfied with the service
Date of experience: December 24, 2023
I searched several travel sights and never heard of Super until I gave it a shot and got the best hotel price. Thanks Super.
Date of experience: February 4, 2024
I paid high price booking a suite in Hilton hotel. They gave me a cheap, small room in another hotel. And no one helped me to resolve the issue.
Date of experience: November 9, 2023
Hi Alice,
We're genuinely sorry for the trouble you faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction.
Please understand that, as a third-party booking site, certain incidents beyond our control may occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
We value your cooperation and appreciate your understanding as we work to improve.
Quick and easy with great options.
Definitely will book with you again.
Date of experience: June 6, 2024
If I could give 0 stars I would!
I booked a hotel 1300km away from me. Drove 16 hrs to be told, sorry, the booking doesn't exist with the hotel. I then contacted super.com through support. They kept me waiting 4 hours whilst they tried to retrieve the booking. So thats a total of 20 hours journey time. Having had no success in retrieving the booking, the support agent offered me a refund and said it will be in my account within 2 days. 2 weeks have passed and they haven't responded to 3 of my emails to the support email address. This is my experience. I feel scammed. I am trying to retrieve the funds through my bank now but in honesty I have the email chain supporting the funds should rightfully be returned. Shame this is the case in this day and age.
UPDATE: [In response to reply]
I understand that the booking is made through a third party, but the funds were taken by super.com and were due to be refunded by super.com. The onous of customer service to be provided is with super.com and not a third party. I have provided additional details relating to the booking on trust pilot today.
They provided the response to look proactive, then they forget to contact you! Please people, DO NOT WASTE YOUR MONEY WITH THEM, THE POSITIVE REVIEWS ARE MOST LIKELY FAKE! STAY AWAY, MANY EXPERIENCED THE SAME AS ME!
Tip for consumers:
Never use them again, they lied about a refund. They spoiled my trip, I lost all my money on them, I paid what I had as expenses to another hotel on site and super.com didn't return my money.
Products used:
Hotel room booking
Date of experience: February 12, 2024
Hello Khezar,
Thank you for bringing this to our attention. Please understand that as a third-party online booking platform, certain incidents outside of our control may occur in the travel industry.
However, we have procedures in place to minimize these negative impacts. We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account and it usually takes 3 - 5 business days to reflect.
We value your choice to use Super.com and are here to support you in any way we can.
Regards
It was quick, simple, and easy. We had 0 issues and got a great rate for the great wolf lodge experience. Thanks for facilitating that!
Date of experience: October 11, 2023
Worst service ever, do not use super.com, book a hotel in Colombia and wasn't able ck in Hotel lost money
Date of experience: January 3, 2024
Hi Rennick,
Thank you for bringing this to our attention. We are investigating the details of your reservations at this time, especially regarding your concerns about the property not having your reservation. Our team is committed to resolving this efficiently. We'll keep you posted on progress!
It was great easy and cheaper than normal very easy and understanding will book again with them no questions ask
Date of experience: December 17, 2023
False information and misleading information. Say one thing and then do another. I would strongly recommend not using this company.
Products used:
Hotel booking
Date of experience: November 21, 2023
Hi Dave,
We apologize for any negative impression you may have formed about our service.
We appreciate you sharing your concerns, and we're sorry to hear about your experience. To better understand and address your specific issues, could you please provide more details or elaborate on your complaint?
Your feedback is valuable, and we want to ensure we address your concerns appropriately.
Great location and the employees were super nice. Beds were actually comfortable and breakfast was good. Would definitely stay again.
Date of experience: November 5, 2023
Booked first time with super.com and got really competitive prices compared to other websites...booking process was really simple and easy
Date of experience: October 9, 2023
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Hi Steven,
We’re sorry that you have that perception about our service and for the inconvenience in regards to your reservation. Please send us your Order ID (B_...) or email address used for the reservation and we would be happy to look into this further.
Just type in “Agent” in your existing chat conversation (where you made your booking search). One of our 24/7 live agents will be happy to assist you.
Thanks!