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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
The last 2 accommodations I've booked for trips have been the cheapest through super.com. They are coming up in the travel world in a big way. They offer amazing value! Good job, keep it up.
I attempted to book a room at Best Western in Galena, Ilinois. I went through the online steps, paid extra for refundable. The confirmation came through for a room at an address in Medellin, Colombia with no name for the hotel. Within the hour, I attempted, on line, to cancel and received an email that a mistake in booking is not an emergency and no refund would be paid. I called the customer service and the automated message was to go on the website. I booked the correct room directly through the hotel. My next step will be the FTC.
My first time booking with Super.com and so far it's been excellent, got a good hotel and saved a decent amount, it remains to be seen if it stays this easy when I get to the hotel
Booked a non refundable hotel. This was fine and not the problem. According to my email I would only be charged an additional $20 resort fee and that is the only additional fee I would pay. $62 later I am charged for parking which is not indicated at all on my reservation. If you are selling hotel rooms then you should tell people all of the fees involved. Called customer service and no help. They are playing games and not actually acknowledging that they were mistaken. Do not use this company at all.
Products used:
Hotel reservations
Hi Richard,
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 want to clarify that our listings and booking documents, including payment receipts and check-in vouchers, explicitly state that additional hotel services are not initially included in the overall price. The initial payment specifically covers the room, any added meal plans, and applicable sales tax.
We recognize that guests have diverse needs, and not everyone may require certain services such as parking. Consequently, these services are typically charged separately by the hotel upon request.
We trust this clarifies matters for you.
Good luck trying to get someone to process a refund, you'll have 5 different individuals emailing you about the same thing, and once you respond, they ghost you and 'accidentally' close your case. Oh. And when the hotel's REGIONAL MANAGER emails them to refund your money because you were wronged, they will respond saying a cancellation is in progress... then ghost you again. When you respond to them to confirm the situation, someone else emails you and says 'We don't have proof of the hotel saying that you need a refund'. Like if you want to steal my money just $#*!ing tell me, stop playing $#*!ing games. Does your company get off on playing broken telephone?
I have called them 5+ times and spoken with customer support, emailed Cathy, EJ, Sane, Aya, Kath, and who the $#*! knows if those are even real people. NO ONE RESPONDS TO YOU.
Asking Super.com to correct a wrong and give you a refund is causing me mental and physical pain. Never book through them.
Tip for consumers:
God awful customer service. Never before have I tried to jump through so many holes to correct a wrong on their end. Trying to get a refund from Super.com is like trying to pry food from the mouth of a starving lion, you'll be in more pain at the end and you still will get nowhere.
Products used:
Booked a hotel through them
Thank you for sharing your recent experience with our Support team, Jacob. 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, our dedicated Support team was able to address and resolve the issue by issuing you the full refund last March 5,2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
We trust this clarifies matters for you.
Efficient service, though I only wish they had a 24 hour telephone service with a live customer service representative.
I wanted to speak with a representative on the phone, not a recording device, and I get frustrated exchanging emails and text messages with computerized service centers.
Best price for the hotel I wanted!
I was booking a hotel room while on the road. SUPER.COM saved me the most money compared to other online booking companies! The site was user-friendly and we were all set when we arrived.
I found this site when looking for a last minute hotel while traveling. I actually booked it standing in the hotel lobby. Less then 5 minutes from start to check in. Great site & saved me some money.
I reserved a hotel room for one night, and the hotel told me that the transaction information was not valid. It was like super.com gave the hotel wrong information about my payment just took my money. And the receptionist said that the reservation was not from 'super.com' and it appeared as 'expedia.com' idk why but it was already getting hella suspicious. So I had to make another reservation at the lobby without getting any refund. What makes it worse is their customer service. I cannot even talk with a single person from super.com from that night which made me report this case to my credit card company. Super.com contacted me after I started the dispute and said since I started the dispute they will not going to anything about me. super.com is truely ridiculous. ***** NEVER EVER USE THE WEBSITE *****
Hi Minchan,
We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
We sincerely apologize for any inconvenience caused. In 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.
We've noticed that you've initiated the chargeback process, indicating a disagreement with your bank or payment provider. Unfortunately, our ability to step in or take further action is currently limited. Our dedicated Chargeback team is actively gathering all the necessary documents and will submit them to the card processor for mediation
We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
We hope we were able to clarify this for you.
We were hoping to spend time in Boston for a long weekend. Super.com helped us find an affordable hotel that included free parking, breakfast and was close to a subway stop. I appreciated the reminder text a day before our trip with directions to the hotel and check-in was a breeze when we arrived. I would use this service in the future.
Seems like I got the best rate I could find using Super, compared prices with a lot of the other online companies. Looks like I will be using Super from now on :)
I have an Issue with the Hotel, it was in such a bad condition that I did not do the check in. Super.com does not have a phone number, no help, no reimbursement. NO customer service. This people request an letter from the hotel via chat, a formal letter from the Hotel for the reimbursement and it will charge a big fee, this is a scam. Do not use. The crazy part is super.com does the reservations trhu Expedia and when you call them, Expedia bounce you back to them.
Hi Helmer,
We're sorry to hear that the accommodation did not meet your expectations. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications.
For context, we source our hotel rooms from a variety of partners as well as wholesalers and we pride ourselves on our access to exclusive deals. We trust this clarifies matters for you.
Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behaviors are beyond our control. However, we recognize their importance.
For swift resolution, direct communication with hotel management is recommended. They can best address concerns and enhance your stay. If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team.
Please note that we do have a 24/7 Support team. When in need of assistance, you can reach out to one of our 24/7 live agents, and they will be happy to assist you.
All our contact information is available on the app and site:
https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel
We trust this explanation brings clarity to the matter.
I was very happy with the ease of using this service. I was a little hesitant because I had never heard of them but I was able to book a room with breakfast included that no other sites offered at a lower cost. No extra charges at the hotel either. Highly recommended. Only downside was that I could t get points for the stay but not a big deal for us.
I checked a couple of sites and this one had the best deal!
I used Super.com to book Dreams at Playa Mujeres. The advertised rate from Hyatt and from the hotel directly was quite high! I looked up alternative options and came across Super.com. The price was approximately 50% of the normal rate and I thought "wow! I hope this is legit". I decided to book it. Not only was it legit, but when I checked in I was taken to the Preferred Lounge and had access to all of the "Preferred" amenities. It was really a special treat! I will absolutely use Super.com again when I travel. Wonderful!
Untill now reservation is ood and offer was good as well, we wil follow up until we get to hotel
Absolutely terrible customer service. Got to the resort only to be told they didn't have a room
For us.super.com charges me for the room and now that I'm trying to get a refund they are giving me the runaround and told it could take 4 weeks to investigate. I ended up disputing the charges.
Tip for consumers:
This site is terrible
Products used:
Super.com hotel
Hi Jason,
Thank you for bringing this to our attention and we understand the challenges you faced with your reservation.
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.
We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution. We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
Thank you for your patience and cooperation in resolving this issue.
Super.com is Terrible. When I got to the room it had bedbugs and super.com will not issue a refund even though the hotel issued a refund to them. Do not use them! Use priceline. They also send you emails to play games for money. Just don't use them.
Tip for consumers:
Do not use super.com
They are crap. No customer service
Products used:
Hotel
Hi Paula,
Thank you for bringing this to our attention and letting us know that the accommodation did not meet your expectations due to condition of the room. Please understand, as a third-party booking service, hotel standards, amenities, staff and other guests' behaviour are beyond our control. However, we recognize their importance.
For swift resolution, direct communication with hotel management is recommended. They can best address concerns and enhance your stay. If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team.
We trust this clarifies matters for you.
I'm a fan of a slick UX. super.com is pretty easy to navigate and book with. However, there's something uncomfortable about how fast they grab your money and send booking, almost feels like you've made a mistake without being able to process what you've seen onscreen. The reason for my low review is that I had to cancel and was told refunds appear 3-5 business days afterward. That didn't happen. When I tried to contact customer service the website says Chat is the moat efficient and responsive way to connect with the team. They had me waiting 26 minutes, no response and no automation to say "sorry try back later." I finally phoned and found the staff cheerful but not too interested in reassuring the customer. I'm a huge fan of booking.com and will pay more on booking.com than entrust super.com with my money.
Tip for consumers:
You must pay upfront for future dated hotel stays.
Products used:
Canceled first booking made through them
Hi Paula,
We appreciate your feedback. This is what helps us improve our service to be able to provide a better experience next time.
We can see that the refund was processed the same day you cancelled your reservation and it is mandatory for us to inform you that it usually takes 3 - 5 business days. This is based on how fast your financial institution is able to process the refund for it to reflect on your account.
We're dedicated to ensuring every customer feels fully supported, and we're here to make things right. If there's anything more we can do to enhance your experience with us, please don't hesitate to reach out.
We were looking to book a last minute hotel, checked our employers recommendations, searched google for deals, but the best prices at the same locations was thru Super.com. Will use them four next adventure for sure!
The navigation was easy to manage and the user experience was very good
They were professional and very good would use them again
Everything great, good experience, the best price, all the booking experience was great
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Hi Kenneth,
Thank you for bringing this to our attention. 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 booking details, as these are set based on your initial search criteria.
To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.
Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.
When booking a flexible rate, you are entitled to a full refund if you cancel within the grace period. On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund-
https://www.refundable.me/extended/en/
We hope this clarifies the reservation policies for you.