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:08/21/2025

  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.

  I was shown a picture of a king size room with jacuzzi for my reservation and its even pictured inside my booking. When I asked them how to make a reservation for any room at any time ever the manager ***** informed me that there is 0 reservations they can make anywhere at anytime with a jacuzzi room on the recorded line. They advertise hotels with jacuzzi and other amenities then state that they only show what the hotel has in your booking and not what your getting. Why send me pictures and show pictures of rooms that you dont have any way to make a reservation for? Very disappointed about the deception.

  

  Business Response

  Date: 08/22/2025

  Hi *******,
  
  Thank you so much for reaching out to Super.com and sharing your experience with us. We greatly appreciate your feedback and the opportunity to provide clarity regarding your reservation.
  
  Upon reviewing your booking, we noticed that the reservation was made for a King Bed Non-Smoking room, without a specific mention of a jacuzzi in the booking confirmation. To provide some insight, the photos you see on our site represent general room layouts at the hotel and may not reflect the specific room assigned at booking. Additionally, there's no mention of a jacuzzi on our website, and the photo might also depict a hot tub.
  
  We understand how important it is for your expectations to be met, and we strive to ensure your booking experience is clear and straightforward. If you have any further questions or need additional assistance, please feel free to reach out to us. Thank you for choosing Super.com. We’re here to help and support you every step of the way.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the advertisement of a hot tube was never even an option
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 08/22/2025

  Hi *******,
  
  Thank you for reaching out again and sharing your thoughts with us. We appreciate the opportunity to provide additional clarity on your reservation.
  
  When reviewing your booking details again, we can confirm that your booking includes a King Bed Non-Smoking room, without a specific mention of a jacuzzi. The photos on our site are designed to provide a general overview of the hotel’s offerings, and specific room features are allocated based on availability at the time of booking.
  
  For reservations that include specific features like a jacuzzi, we recommend reaching out directly to the hotel. They will have the most up-to-date information about room availability and can guide you on how to secure the accommodations that best meet your preferences.
  
  We're here to assist and provide support whenever you need it.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair 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.

  I planned to go to *** to visit a friend in the hospital - I booked 2 nights with www.super.com and they offered 'enhanced refund' guarantee which I purchased for $46 extra in the event my friends hospital dates changed (which they did, the next day). So the following day I immediately I called to request a refund which they denied. They said my terms did not match their refund terms but I purchased the 'enhanced refund' because it represented as easily returned - that was the whole point. At every turn www.super.com has been uncooperative - they have asked repeatedly for unnecessary details (like permission letters from the hotel to cancel) and repeated requests for booking details that I have provided numerous times. I believe this was really deceptive marketing and I am looking for a full refund ($499.96).

  

  Business Response

  Date: 08/21/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of flexibility in travel plans, especially when circumstances change unexpectedly, and we appreciate the opportunity to provide assistance.
  
  We've escalated this matter for a thorough review, and I am pleased to inform you that we have spoken directly with the hotel. They've confirmed a free-of-charge cancellation for your booking. A refund has been processed to your original payment method, and you should see the funds reflected in your account within the next 3 to 5 business days.
  
  Your satisfaction is important to us, and we're glad to have resolved this matter for you. If theres anything more we can do to assist you or if you have any additional questions, please feel free to reach out. We're here to help and support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/21/2025

  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 want to state however, that I will not be completely satisfied with this result until the funds ($453.96) are returned to my credit card account ********************* makes no note of this amount in their response to BBB). After further researching www.Super.com and discovering numerous consumer complaints I have concern about their business practices and until the money is returned I reserve full acceptance. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair 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.

  I made reservations at 2 hotels through Super.com. It was a work retreat. The manager who was in charge was let go from the company. The acting manager has cancelled all work retreats. This falls under the category booking cancelled by organizer/operator in the Super.com valid reasons for refund. Also, I purchased enhanced refund protection just in case something came up where it would need to be cancelled. I have sent in the refund form 4 times, and called customer support twice. I was told I needed to contact ********************************** and include a copy of an email with company letterhead from the acting manager stating the trip was cancelled. When I sent them the email with the correct information, I was told to fill out the form that I've already filled out 4 times! The email I received from PG Complaints Resolution was from a lady named *****. I have reached out to her twice trying to explain that I've already filled out the form and I keep getting pointed to another department. I explained if they would just tell me what to do I'll do it but I get no response. The refund total listed below is a total of both reservations under the confirmation numbers listed. Also, neither of the hotels have received my reservation request so the issue is not with the hotels, it is with Super.com. I want my refund seeing as how I've followed all directions I've been asked.

  

  Business Response

  Date: 08/21/2025

  Dear Barret,
  
  Thank you for reaching out and sharing your situation with us. We genuinely appreciate your patience and the opportunity to assist you in this matter.
  
  We've escalated your case for a comprehensive review and communicated directly with the hotels regarding your reservations. Here are the updates:
  
  For booking B_20322023, we discussed the situation with the hotel, and they have confirmed, at this time, the refund cannot be provided. However, if you're able to obtain written confirmation from the hotel approving the refund, we will be more than happy to revisit this case for you.
  
  On a positive note, for booking B_20322300, we've been able to secure a refund, and the amount has been processed to your original payment method. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  We truly value your understanding and collaboration throughout this process. If there's anything more we can do to support you, or if you have additional questions, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/21/2025

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

• Initial Complaint

  Date:08/18/2025

  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.

  BT Super.com charge my credit card for $15.00. When I inquired about the charge, they said it was for a membership. I told them I never joined a membership. They said if I used their website i was enrolled in a membership. I asked them to cancel it. They canceled it but told me they could not refund my $15.00. This needs to be a class action lawsuit due to them not disclosing an automatic membership just for using their website.

  

  Business Response

  Date: 08/19/2025

  Dear ******,
  
  Thank you for reaching out and bringing this to our attention. We genuinely appreciate the opportunity to clarify the situation and provide assistance.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits, such as discounted rates, cashback on travel, cash advances, and additional earning opportunities. It appears that you signed up for our Super+ membership while booking through Super.com, securing the best available rate for your stay. This membership is completely optional and requires confirmation during checkout.
  
  I want to reassure you that we have canceled your membership to prevent any future charges. While Super+ membership fees are generally non-refundable, we have made a one-time exception and processed a refund of $30 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  Your understanding and feedback are important to us, and we're here to support you. If there are any further questions or if you need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/18/2025

  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.

  I booked a room with this site apparently, would have been months ********* I see a $15 charge and had to look up online to see who it was. Find out I have an account with them AND a subscription. I never signed up for any trials.I contacted the business asking for a refund and they refuse to respond to my requests.

  

  Business Response

  Date: 08/19/2025

  Dear *****,
  
  Thank you for reaching out to us and sharing your concerns. We genuinely appreciate the chance to address your situation and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer various benefits, such as discounted rates, cashback on travel, cash advances, and additional earning opportunities. It seems that you signed up for our Super+ membership when booking through Super.com, which secured the best available rate for your stay. This membership is optional and requires confirmation at checkout.
  
  We want to reassure you that we have cancelled your membership to prevent any future charges. While Super+ membership fees are typically non-refundable, we have made a one-time exception and processed a refund of $45 to your original payment method. Please allow 3 to 5 business days for the funds to reflect in your account.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us remains positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/19/2025

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

   

   

• Initial Complaint

  Date:08/18/2025

  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.

  I reserved a room with super.com for Aug 9-16, 2025. The entire stay was refunded by the hotel for the conditions. Super.com confirmed the refund, but will not issue it without extra documentation...

  

  Business Response

  Date: 08/19/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate your patience and understanding as we work to resolve this matter.
  
  As a third-party booking platform, our primary role is to facilitate the booking process while the hotel itself is responsible for maintaining the quality and conditions of the property. We understand how important a comfortable stay is, and we're here to support you.
  
  I'm pleased to inform you that we have reached out to the hotel, and they have confirmed that we can proceed with the refund. The refund has been processed to your original payment method and should be reflected in your account within the next 3 to 5 business days.
  
  Your feedback is invaluable, and we are committed to ensuring a positive experience for you. If there's anything more we can do to assist or if you have further questions, please feel free to reach out. We're here to help and support you in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/19/2025

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

• Initial Complaint

  Date:08/18/2025

  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.

  Despite filing a fraud alert with our bank, we are continually charged $15 as recently as yesterday for a service nobody signed up for. I have no idea what Super.com is. I would like to be refunded & canceled.

  

  Business Response

  Date: 08/22/2025

  Hi ********,
  
  Thank you for reaching out to Super.com and bringing this matter to our attention. We appreciate your communication and are here to assist you.
  
  After escalating your case with our internal support team, we were able to locate a Super+ membership account associated with your husband's phone number. I'm pleased to inform you that, as per your request, the Super+ membership has been successfully canceled. Additionally, we have processed a refund for the membership fees. The amount of USD ***** has been issued to your original payment method, and you should see it reflected in your account within 3-5 business days, depending on your bank.
  
  Your satisfaction is important to us, and were committed to ensuring your experience with Super.com is smooth and worry-free. Should you have any more questions or need further assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/18/2025

  Type:Customer Service 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.

  Super+ uses a phone numbe* * ***** ******** for requests to cancel the subscription service. I did not sign up for Super+ and this is my personal bank card. Super+ has never had permission to charge my ** **** **** ****** card. Super+ phone number will only allow you to cancel if calling from the phone number that is on the account. Two phone numbers, ************ and ************ have access to the ** **** **** ****** card number and neither are active subscriptions. We cannot get ahold of anyone at Super+ to cancel and stop the recurring charges as neither phone number signed up.
  
  Please note my credit card # is not listed in this correspondence as Super + charges have been flagged as fraudulent charges by my bank. ** **** has now issued me the third card in 3 months to attempt to stop these charges. ** **** Fraud Support disclosed that in addition to this, Super+ has attempted to charge my ** **** **** card 13 times that are not listed below.

  

  Business Response

  Date: 08/19/2025

  Dear ********,
  
  Thank you for reaching out and sharing your concerns. We genuinely appreciate the opportunity to assist and provide clarity regarding the Super+ membership.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits, such as discounted rates, cashback on travel, and other valuable opportunities. I understand the importance of addressing these charges promptly, and I want to assure you that we have taken action to resolve this matter.
  
  We have escalated your case and successfully canceled the Super+ membership associated with your account. A refund of $71.97 has been processed to your original payment method, and the funds should reflect in your account within the next 3 to 5 business days.
  
  Your feedback is important to us, and we're committed to ensuring your experience with us is positive moving forward. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/19/2025

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

• Initial Complaint

  Date:08/16/2025

  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.

  1. I made 2 reservation on the same day and the hotel agreed to cancel without any fees. Expedia, the boss of super.com ,has also approved and refunded to super.com, but super.com has insisted no refund to me.2.the website cheats the client to click the membership button by mistake so it can charge for membership. I cancelled the membership and received the cancellation email from it but it charged the membership fee again.

  

  Business Response

  Date: 08/17/2025

  Hi Bo,
  
  Thank you for reaching out to Super.com and sharing your experience with us. We truly appreciate your communication and the chance to address your concerns.
  
  We have reviewed your booking information and are pleased to inform you that we received approval from the hotel to cancel your booking. As a result, we have processed a refund of $124.38 to your original payment method. The refund should appear in your account within up to 5 business days.
  
  Regarding the membership charge, we understand how important it is to have everything clear and correct. We have confirmed the cancellation of your membership and as a one time exception, we were able to refund one month back to you, and you should not see any further charges.
  
  We're dedicated to ensuring your experience with Super.com is smooth and satisfactory. If you have any other questions or need further assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/17/2025

  
  Complaint: 23757210
  
  I am rejecting this response because:
  first, super.com didnt mention the I hotel  also responded on Aug.11 and Aug. 16.Please see the  business card of the manager of the I  hotel (******* *******
  Training and ******************************************************************************* and **************************
  ***********************
  *******************
  ************
  ******************) .Per *******, he already filed cancellations with no charges to Expedia on Aug.11 and he replied to the email sent by Super.com on Aug.16.
  Please refund me ASAP.
  
  Sincerely,
  
  ** ****

  

  Business Response

  Date: 08/19/2025

  Dear Bo,
  
  Thank you for your follow-up email and for providing additional information. We appreciate your communication and the opportunity to address your concerns.
  
  We have escalated this matter for further review, and I am pleased to inform you that we have processed the refund for booking B_20423820 in the amount of $144.27 to your original payment method. Please allow 3 to 5 business days for the refund to be visible in your account.
  
  Should you have any further questions or need additional assistance, please feel free to reach out. We're here to support you and ensure your experience with us is smooth and positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/16/2025

  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.

  The website is a travel site. I booked a room for 2 stays. Both for the new Victorian inn and suites. That hotel was raided by the ***, homeland security, state patrol... And shut down. Along with 3 others. I believe the other hotels are booking under 2+ names. For example the rodeway on fort ***** ** and extended stay on ft ***** **. Anyways, I have contacted them numerous times and the claim nothing happened at new Victorian inn and will not refund me my money or take down the hotel names, so they are still taking reservations for multiple closed hotels

  

  Business Response

  Date: 08/17/2025

  Hi ***********,
  
  Thank you for reaching out to Super.com and sharing your experience with us. We value your communication and appreciate the opportunity to address your concerns.
  
  We have reviewed your booking details, and were pleased to inform you that we have processed a refund for your booking, amounting to $115.93. This amount has been added as credits to your account, which you can use for your next or future bookings with us.
  
  Regarding the situation at the hotel, we are actively working to communicate with our travel partner to gather more information. Our customer support team will provide you with feedback as soon as it is received.
  
  We are committed to ensuring your experience with Super.com is smooth and satisfactory. Should you have any further questions or require additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23756570
  
  I am rejecting this response because:

  I have an email saying they will credit my card back. This is my preferred method as I can use this money as I see fit. I could choose to use a competitor or purchase gas to get to work. Also, although I have emailed them links to official government sites about the *** raids  and sent them pictures of a closed hotel, they insist no such raid has happened and the hotel remains open. And continue to rent to unsuspecting people. I am guessing the refuse to give them a refund to their card also. Until some unnamed travel partners confirm the hotel with closed signs is actually closed. The have lied to me and treated me like c*** and they want to credit my account with them to continue to profit off of my next room rental. I am not ok with any of this.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 08/19/2025

  Dear ***********,
  
  Thank you for your follow-up email and for providing additional details. We truly appreciate your patience and the opportunity to address your concerns.
  
  We have escalated this matter to ensure we provide the resolution that's aligned with your preference. I am pleased to inform you that we have processed a full refund to your original payment method. Please allow 3 to 5 business days for the funds to reflect in your account.
  
  Your understanding and patience throughout this process mean a lot to us. If there's anything more we can do to assist you, or if you have further questions, please feel free to reach out. We're here to support you and ensure a positive experience moving forward.
  
  Warm regards,
  Super.com Team