ComplaintsforSuper.com

• Initial Complaint

  08/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived at the hotel I was reserved at. The place was horrible. Yeah everywhere. Nothing like the pictures. But as I attempted to check in they couldn't find my reservation. So she was going to rebook me but then days I needed to pay. Even though I already paid through snap travel. Then.... There internet was down so I could only pay with cash. Which I didn't have. Now trying to get a response on this issue I get no help. I stayed as many screenshots off my text conversation as I could. They will not give me a resolution. I need a refund as I had to go check into another hotel.

  

  Business response

  08/30/2021

  Hi there, 

  Thanks for reaching out and, we apologize for any troubles. Upon reviewing your case, a full refund was processed to your account on August 14th, 2021, for the booking error, you should have received payment within 3-5 business days. If you have not yet received the payment, please contact your financial institution. This process will go faster or slower, depending on your bank.

  Regards, 

  Corporate 

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently booked a hotel through snaptravel. When booking the hotel room listed that I booked was falsely advertised. The room was listed as having a shared suite with sea view. When I arrived at the hotel I was told that no such room existed and no room on the property has a sea view. Instead a queen room was booked for us. This option was also listed on the snaptravel site however was cheaper. I specifically selected the shared suite because of the reported sea view which it turns out didn't exist. I continued with the reservation that was in place since it was listed as nonrefundable during booking and our late arrival. When I notified snaptravel they said nothing could be done since the reservation was used.

  

  Business response

  09/01/2021

  Hi there, 

  Your experiences mean a lot to us, so as a token of our commitment to continuously improve, and because you had explained your unique situation, we had issued a credit of 20% of your booking value, uncapped credit compensation, for future stays and a full refund. Once again, we ask you to, please accept our apologies, and genuinely hope you could take a chance to re-book using those credits in the future so we can prove you can have a different experience than this first one.

  Regards, 

  Corporate 

• Initial Complaint

  08/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went online and booked us a room for Saturday 28th and check out 29th.. atleast thats what I thought. I went to confirm my reservation with the hotel and we noticed them dates were wrong. I called corporate & asked for help and he told me he couldnt help me or atleast change my dates around. He refused to let me talk to his supervisor ************ took $70 from me and my family and is refusing the help make it right! They keep hanging up on me and are trying to sweep me under the rug

  

  Business response

  08/30/2021

  Hi there, 

  Thanks for reaching out and we are very sorry to hear about your less than satisfactory experience. However, after reviewing your booking, we can see that you did not book a refundable room and the cancellation policy on your booking is non-refundable and non-amendable. This means that we can't make any changes to the reservation, including changing the dates which is stated on our booking page. Moreover, we show the date of your reservation at the time of booking and, all the information pertaining to the booking on our final page including the date before checkout to provide you full transparency prior to confirming a booking.Sorry for the inconvenience caused.

  Regards, 

  Corporate 

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a room for 2 nts through the site. Last night I had to cancel only the 1st night because my daughters daycare just shut down due to a covid ************** is now quarantined. Since I was left without childcare for the 1st day, I called to cancel the 1 nt. I couldnt get a human on the phone so I used the chat feature. They wanted to charge $30 to TRY & cancel the 1 night. No guarantees. They agreed to waive that fee which was great. They claimed to have called the ************ wouldnt refund. In turn I called the hotel & spoke with the ************ said they 100% refunded especially due to covid. I messaged Snaptravel back & they said they had to ask another department and will report back. This morning I called Snaptravel & spoke to ****** He informed me they cancelled BOTH ************** is no word if they will now refund my almost $800. I made VERY clear that I only needed to cancel 1 night. I know Holiday Inn will refund the full amount. Snaptravel is stealing a lot of $

  

  Business response

  08/30/2021

  Hi there, 

  Thanks for reaching out, as the management team we like to take action on serious issues our customers face. Wed like to help resolve this issue with you. Would you kindly provide your SnapTravel confirmation number so we can look into this?
  
  
  Thank you,
  
  
  Corporate
  

  Customer response

  09/01/2021

   
  Complaint: 15806008
  
  I am rejecting this response because:

  The confirmation number is B_4012234

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

  

  Business response

  09/03/2021

  Hi there, 

  Thanks for reaching out. Upon reviewing your case our support team contacted the hotel and they denied the refund request since they could not modify dates on their end. If you think this claim is inaccurate we would need you to provide valid proof that the hotel would refund you. Valid proof includes an email or written document from the hotel management team outlining the date of stay, guest name, Snaptravel order ID, and the extent of the refund. We require that to process your case, and once this is completed, we can move forward. Please note that our support agents also notified you that your request was subject to approval and could not be guaranteed and they did their best to negotiate on your behalf. 

   

  Regards, 

  Corporate 

  Customer response

  09/08/2021

   
  Complaint: 15806008
  
  I am rejecting this response because:

  I spoke with 2 different people at the hotel last week and both said a refund can be issued. I have reached out AGAIN asking for written proof. 
  

  I would also like to point out that SnapTravel canceled BOTH of the nights I had booked when that wasnt what I asked for so I am currently out about $800 as opposed to half of that until this is resolved. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/09/2021

  Hi there, 

  Thanks for reaching out. We are sorry that you didn't feel supported in your most recent experience with our Support team. It does appear that this has been resolved and you have been issued a refund. You can expect to see that back on your card in the next 3-5 business days if you have yet to receive it. This will depend on how fast your bank is to process. Once again, we apologize for the inconvenience and added stress caused.

   

  Regards, 

  Corporate 

  Customer response

  09/12/2021

   
  Complaint: 15806008
  
  I am rejecting this response because:

  Thank you. Can I please get an email from your company confirming this since the refund has not come through yet?

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

  

  Business response

  12/06/2021

  Hi Trevor,
  
  Thank you for reaching out to us about your reservation B_4012234 at the **************************.
  
  We are sorry to hear about your circumstances for which you were not able to make this trip and we really appreciate your patience so far and the time spent explaining your concerns with this reservation. However, upon reviewing your case we can see that our support team contacted the hotel and spoke to the same person you spoke to and they denied the refund request since they could not modify dates at their end. You were informed about a possible refund but that was only subject to approval from the accommodation. Only with their permission we can override their policies. 
  
  Please note as far as your reservation goes, it was booked in August and it's been over a year we advise all protect bookers to consider the risk of Coronavirus (COVID-19) and associated government measures. It is the ******** responsibility to ensure they are compliant with any travel restrictions before booking and travelling to an accommodation. In this case, you chose to book a Non-refundable reservation. And it was clearly mentioned that this booking is non-refundable and non-amendable. While this is often the best price for a room, this reservation cannot be cancelled, changed or modified in any way (including date changes). If you need to cancel or make any changes, you will not get any money back.
  
  Again, as mentioned before, if you think this claim is inaccurate we would need you to provide valid proof that the hotel would refund you. Valid proof includes an email or written document from the hotel management team outlining the date of stay, guest name, Snaptravel order ID, and the extent of the refund. We require that to process your case, and once this is completed, we can move forward.

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer response

  12/07/2021

   
  Complaint: 15806008
  
  I am rejecting this response because:

  This occurred in August 2021. A refund was already approved but not still not received. Please forward payment promised. This is completely outrageous.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased a ticket for April 16th for my mom to fly in to ****** from ****** through ******. A few days before the flight I found out that there will be a ban between ****** and ****** that will go into effect on the 15th of April. This was not confirmed by the government but the media was already writing about it 3-4 days before the announcement happened. I had one day to make the changes to the flight to fly my mom two days earlier, the 14th of April. I was calling Snaptravels' customer support 7 times throughout the day, I was calling their emergency line 3-4 times but I was getting the same answer - I am in the queue and not snaptravel's emergency line, not customer support was willing to help me to make the urgent changes and I lost my ticket. They promised to issue a refund and up to now, they keep lying that the refund was issued. I have never received anything from them. Please help me to get this resolved. I have all communications saved in y emails. Thank you!! $407

  

  Business response

  08/30/2021

  Hi there, 

  Thanks for reaching out, and we're very sorry to hear about your less than satisfactory experience. Unfortunately, we are unable to service flight-related concerns and refund requests. Please call **************. That will get you in touch with our flight team, BookingVault, who is best equipped to answer questions related to flight reservations. We are sorry for the inconvenience. I would contact our flight team BookingVault again to renegotiate your refund request. If not, they will update you as soon as we hear back from our partners. We apologize again for the inconvenience.

  Regards, 

  Corporate 

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking reservation for August 15th, developed symptoms and got a positive COVID-19 test of which I called Snaptravel before the check in time. I submitted all documents of positive results. *** the manager of the hotel approved refund, yet Snaptravel just gives generic responses that its against their policy to refund due to COVID and that hotel has to approve refund. Hotel never got paid since I never did check in. They are not only dishonest but a total fraud. How can they just keep you waiting for 2 weeks to then say they cant refund due to COVID. Hotel reservation *********, Snap Travel Confirmation B_3938277

  

  Business response

  08/27/2021

  Hi there, 

  Thanks for reaching out. Upon reviewing your case, our support agents contacted the hotel and notified us that they did not approve the free of charge cancellation. In order for us to move forward and re-open, we would need you to provide valid confirmation that the hotel would refund you. Valid proof includes an email or written document from the hotel management team outlining the date of stay, guest name, Snaptravel order ID, and the extent of the refund. We require that to process your case, and once this is completed, we can move forward. 

  Regards, 

  Corporate 

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on snaptravel to book a hotel. I am five states away on a job. I went onto their website chose a room then I got a message saying no rooms available. They STILL illegally charged my card on file $241.46. Now I am five states away with no money and no room. Tried calling they kept telling me they understand there was a glitch in system and it be back in my bank in two weeks!! Now four of us are stuck with no money and no room because they stole my money without my authorization. I called the bank and they cannot release it because snaptravel has not released the authorization

  

  Business response

  09/03/2021

  Hi there, 

  Thanks for reaching out, as the management team we use this platform to take action on serious issues our customers face. Wed like to help resolve this issue with you. Would you kindly provide your SnapTravel confirmation number so we can look into this?
  
  
  Thank you,
  
  
  Corporate

• Initial Complaint

  08/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is called stealing people's money My booking number # is B-******* I did the booking then I cancelled for free as per the website policy.Then I found the website decided automatically to not refund the money to my account but as credit in snaptravel website in case I decided to use another future service!!!Who told you that I will use this horrible website again even with normal refund you refuse to refund my own money and reserved only for a new booking I need my money to be returned back I need an answer.

  

  Business response

  09/01/2021

  Hi there, 

  Thank you for reaching out to us about your reservation B_3671659 the *********************************** & Spa - All *******************identifyelement="443" style="box-sizing: border-box;">
  We want to bring to your attention that when you cancelled your reservation you had chosen the option to receive the refund in credits so there is why the refund was issued in this matter. We understand that you might have intended to do otherwise, but that is the refund method you had chosen.
  
  The credits have now been removed from your account and a refund in your original payment method has been issued.
  
  It will take 3-5 business days depending on your bank. I'm sorry for the trouble caused. 
  
  
  Regards,

  
  Corporate

• Initial Complaint

  08/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  FALSE ADVERTISEMENT AND MISLEADING INFORMATION!!!! August 16th2021 my card was charged and upon arriving to Comfort Inn they told me that I had to have my card charged ****** more dollars for damage but refundable after I check out. I told them I was not informed about this through snaptravel and if I had known that I would have went a cheaper route as I was low on funds. Comfort In n had no issue about refund but said it was through a third party. Contacted snaptravel through chat very rude people and they know they are scammers. I told them I was disputing charge with my bank and making a complaint. The girl in chat said I already disputed it with my bank which was a lie as I was still in route to the bank. This seems sketchy and can later down the line cause a business to have a bad reputation behind a company who does not disclose additional charges.

  

  Business response

  08/31/2021

  Hi there, 

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.Please note that our travel partner did include the room rate and hotel fees in their price. Snaptravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking.

  Regards,

  Corporate 

  Customer response

  09/01/2021

   
  Complaint: 15800967
  
  I am rejecting this response because:
  
  That is a lie and as the reviews on snaptravel reflect that. Fee was not included or revealed as I also showed the hotel upon arriving. I will continue to request refund and will not be satisfied until I receive it. Also the chat agent stated I had disputed with my bank which was not disputed and I did not arrive to my bank to later that evening. Bank disclosed there was no way to see that I had disputed and the response and unprofessionalism of their agents reflects how they conduct business. Sincerely,
  
  ***********************

  

  Business response

  09/03/2021

  Hi there,

  Thanks for reaching out. Please note that our Support agent was simply informing you that if you dispute the claim with your bank we would be unable to move forward with your case. The Support agent was referencing your previous email where you mentioned  that you would dispute the claim with your bank and, was attempting to give you the full scope of the situation if you were to proceed. Unfortunately, since we have listed our fees we can no longer move forward with your case and our decision is now final.

  Regards, 

  Corporate 

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 2, 2021 I booked three reservations through Snap Travel for ************ All Inclusive, *********** *******. The reservations were: B_384915 August *****; B_3845333 August *****; and B_3845505, August *****. I complained to Snap Travel that I was forced to cancel reservation number iB_3845333 because there was a watermain break in the bathroom and the room was flooded. I fell on the floor damaging my knee in the process because the floor was slippery. Additionally, the condition of the room was terrible. The phone and television did not work and there was a water leak that kept running on the floor of the bathroom. I reported the matter to maintenance but the problem was not addressed and the water main broke on Friday night flooding the room. I checked out on August 18, 2021. I requested a full refund but am unable to speak with a supervisor to address my dilemma. Snap Travel refuses to refund the rest of my money for B_ .

  

  Business response

  08/30/2021

  Hi there, 

  Thanks for reaching out. We are truly sorry to hear that you had trouble with your reservation. Our *********** team is currently working on your case and, will be in touch with you as soon as possible.

  Regards, 

  Corporate 

  Customer response

  08/31/2021

   
  Complaint: 15800721
  
  I am rejecting this response because:have been waiting for a response from Corporate from August ******* and to date no response. They should hav responded from the same date and nothing has been said to me about my money. The hotel, *********** said they refunded the money to Snaptravel but to date no monetary transaction is showing on my bank statement. 
  
  Sincerely,
  
  *********************

  

  Business response

  09/03/2021

  Hi there, 

  Thank you for reaching out. Our *********** team is currently attempting to contact the hotel and to confirm your request. Once we have approval from the hotel and our travel partners we will contact you as soon as possible. I'm sorry for the trouble caused. 

   

  Regards, 

  Corporate 

  Customer response

  09/03/2021

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

*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. ↩