Complaints

This profile includes complaints for Super.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Super.com

  18 Bartol St # 159 San Francisco, CA 94133-4501

  
• 

  Super.com

  447 Sutter St Ste 506 San Francisco, CA 94108-4619

  

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:12/08/2025

  Type:Order 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.

  Cancellation of this super+ membership I cannot find a way to do so. I was charged on the 6th of the month $15.00 each month 2/6/25 to 12/6/25. I have no idea what this is for. I've read online it could be from a hotel booking. All I can find is reddit threads. ****** cannot cancel the subscription and it seems super hard to cancel. I added a photo from my latest bank statement with the company/transition info it gives.

  

  Business Response

  Date: 12/09/2025

  Dear *****,
  
  Thank you for reaching out and sharing your situation with us. I completely understand how unexpected charges can be puzzling, and I'm here to help clarify everything for you.
  
  The Super+ membership is created to offer valuable perks like cashback on bookings and special discounts. It requires clear consent to activate, ensuring you're informed about the enrollment. It's possible that the sign-up happened through third-party apps like **** or Lyft, where you might have encountered a Super+ membership offer with a $20 onboarding credit.
  
  Rest assured, we've located your Super+ membership and canceled it to prevent any further charges. Additionally, we've processed a refund for all transactions, totaling $166.97, which will be credited back to your original payment method. You'll see this reflected in your account within 3-5 business days.
  
  If there's anything else you need or any questions you have, please feel free to reach out. We're here to make sure you have a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/10/2025

  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:12/06/2025

  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 booked a room at **************** in **********, ** on 12/4/25 through super.com. Upon arrival at hotel I was informed there were no rooms available. I immediately called super.com and was given a runaround. Zero resolution. First they requested proof from hotel. They were unable to get anyone on phone at hotel. Then they wanted a receipt where I was forced to book at another property. I sent all this to them and still no resolution. This is total fraud and scam website.

  

  Business Response

  Date: 12/07/2025

  Dear ***********,

  Thank you for reaching out and sharing your experience with us. We understand the importance of having your travel plans go smoothly and appreciate the clarity you've provided in your email.

  We have been in contact with the hotel, and they informed us that the reservation was marked as a no-show. Our bookings are typically non-refundable and non-amendable to provide the best possible rates for our customers. However, if you are able to obtain written confirmation from the hotel stating a free cancellation, we would be more than happy to revisit the resolution with you.

  We are here to assist and support you, so if there is anything else you need or any additional information you can provide, please feel free to reach out to us.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/07/2025

   
  Complaint: 24237875
  
  I am rejecting this response because:
  This is a total fabrication and lie. I called your organization while standing in the lobby of the hotel that would not give me a room that night. And you would not resolve the problem then. I then had to book another room and was told by your representative that if I sent the receipt of where I was forced to book another room I would receive a refund I submitted all of this that night.  And in the five times I have called your company. The no-show fabrication was never mentioned until today. This is a a complete and total lie and your company is a complete and total fraud and I have filed fraud complaints through my bank against your company.
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 12/09/2025

  Dear ***********,
  
  Thank you for your follow-up email and for providing us with the opportunity to address the situation. I understand the concern this experience has caused, and I appreciate your patience.
  
  When you initially contacted our customer service team, we reached out to the hotel, and the information provided to us indicated that your reservation was marked as a "no-show." We shared this information in our first response based on what we were advised. However, we have been actively investigating the matter further with our travel partner.
  
  After thoroughly re-evaluating the situation, Im pleased to inform you that we have processed a refund for your booking to your original payment method. You should see this reflected in your account within the next 35 business days.
  
  Thank you for bringing this to our attention, and for your understanding as we worked through the details with you. Your feedback is important, and it guides us in enhancing our services and communication.
  
  If theres anything more youd like to discuss, please feel free to reach out. We are here to assist you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/09/2025

  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.
  

  It should be noted however that I have never received worse customer service. I spent well over 6 hours on the phone with customer **** and received nothing but a complete runaround. Most people would have given up. This is such a scam. 
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:12/05/2025

  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.

  I was charged by this company for a membership when I didn't authorize or even visit the website. I was charged $45 out of nowhere and am currently in a dispute over the matter. However, that being said, this incident has caused me emotional distress because of it being so close to Christmas. A speedy resolution is all that I want as I ran close this month and wish to buy presents for my family. This membership fee is stopping my order from going through. On top of that my debit card has been flagged as stolen because I have no idea why it was even used on your website in the first place. This is causing me even more issues as now I have to wait up to 2 weeks in the mail for a replacement.

  

  Business Response

  Date: 12/05/2025

  Dear *****,
  
  Thank you for reaching out to Super.com and sharing your experience with us. We understand your concern, especially during this time of year, and we're here to assist you promptly.
  
  It appears you may have signed up for Super+ through **** ads or promotions, which direct users to the Super+ membership onboarding flow. During the sign-up process, card details are entered, and information about the trial charge and subsequent monthly billing is provided. As part of the membership, a $20 onboarding credit is available to selected new Super+ members, requiring the completion of onboarding tasks to claim. A welcome email is sent to confirm the membership and outline the benefits.
  
  We've thoroughly reviewed your account and can confirm that your Super+ membership has been successfully canceled. As a resolution and a one-time exception, we've processed a refund totaling $45, ensuring that you wont see any further charges. The refund should reflect into your account within the next 2-5 business days. 
  
  Your satisfaction is important to us, and we're committed to ensuring a positive experience. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/08/2025

  Better Business Bureau:
  
  Thank you for handling this properly. I look forward to receiving that refund promptly.  A final note, my bank has canceled the card in question and is disputing the charge. If your company would be so kind as to agree to the dispute that would help immensely.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/03/2025

  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.

  Through super.com, I booked a hotel in ****, **********, ******, with name ******************** By Outrigger in *********** for 2 nights (11/24/2025 -11/26/2025), with confirmation number B_21345460, and the total price I paid for this booking was $456.51. However, when I checked in this hotel at 11/24, this hotel asked me to pay a mandatory cleaning fee $381.02, otherwise, I cannot check in. I immediately chatted with the *** online with super.com. For this cleaning fee, first, the *** asked me to talk to the hotel front desk to ask for waive, and he did not want to help to sort out this. Of course, this does not work, I have a late flight to kona, so I have no choice but to accept this huge cleaning fee charges, otherwise, I cannot stay other place since it was thanksgiving holiday, almost no vacancy in ****, BUT I am very frustrated with super.com. because, when I booked this hotel, in their website, there were NO mention of this huge cleaning fee for this hotel, you can see that, the cleaning fee is very unreasonable, and it is almost the price I paid for the hotel stay. If I have known this charges in advance, I would not have booked this hotel through super.com. This is more like a trap set by super.com and the hotel. Super.com should be responsible for this unreasonable charges I have paid, and I need to get at least some money back

  

  Business Response

  Date: 12/04/2025

  Dear Yupeng, 
  
  Thank you for reaching out and sharing your experience with us. I understand how unexpected fees can impact your travel plans, and I appreciate the opportunity to provide some clarity.
  
  Upon reviewing your booking, I can confirm that information about the mandatory cleaning fee was included in the hotel's listing. Additional charges, like cleaning fees, are imposed by the hotel and are outlined during the booking process. These fees are common and usually cover various services offered by the property.
  
  As a third-party booking platform, our role is to ensure your booking experience is seamless. However, any extra charges and feesas noted in the terms and conditions of your reservationare the hotel's responsibility.
  
  We recommend discussing any concerns about additional charges directly with the hotel management, as they can provide more specific details or assistance regarding these fees.
  
  I understand this might not have been the experience you were expecting, but I hope this information helps clarify the situation.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/04/2025

   
  Complaint: 24224960
  
  I am rejecting this response because:

  1. please take a look the voucher you sent to me regarding to fees, I did not see any mandatory cleaning fee listed there

  2. you said  'I can confirm that information about the mandatory cleaning fee was included in the hotel's listing', please 

     1), let me know where in your website showing this listed in the hotel listing,

     2)  also let me know where is the exact charge amount $381.02 for this mandatory cleaning fee listed in your website for this hotel listing.  

  Otherwise, I think you just intentionally hide this important information, and intentionally make the customer feel cheated, since for a two night stay, NO WAY it can cost $381.02 for cleaning for a proper usage of the hotel room. Your website at least need to take some responsibility for this huge bills, since you hide the important information about this. Take a look other website, such as Expedia, they listed the detailed charge amount for hotel resort fees, parking fees, etc. and let the customer to consider it before booking, It is very reasonable to suspect that you and the hotel together make the trap for the customer
  
  Sincerely,
  
  Yupeng Kong

  

  Business Response

  Date: 12/07/2025

  Dear Yupeng,

  Thank you for taking the time to express your concerns with us. We appreciate your feedback and understand the importance of having clear and detailed information about any additional charges during the booking process.

  In reviewing your invoice, it is noted at the bottom that only incidentals, resort fees, and ancillary items (e.g., room service) will be collected directly by the hotel. The hotel may authorize your credit card as a deposit to cover any damages to the room. These fees are determined and imposed by the hotel and are not part of the initial booking charge on our platform.
  We recommend discussing any concerns you may have about these additional charges directly with the hotel management. They are best positioned to provide specific details or assistance regarding these fees, including the reasoning and breakdown of the cleaning fee.

  We aim to facilitate a seamless booking experience and provide all the information available to us at the time. As our support team has addressed this issue as thoroughly as possible from our end, we now consider this case closed.
  If theres anything more we can assist with, please do not hesitate to reach out. Were here to ensure you have a positive experience with Super.com.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/08/2025

   
  Complaint: 24224960
  
  I am rejecting this response because:

  super.com did not take any responsibilities for this huge bill charged by hotel, I asked them that please show me where you have exact $381.02 mandatory cleaning fee shown in the hotel list, super.com failed to do this, You know, $100 cleaning fees for a 2 night stay, this is a reasonable charge, However, $381.02 is definitely not a reasonable charge unless I destroyed the hotel room. A hotel listed in your website, you have the responsibility to make sure reasonable charges at least listed in the hotel lists,  you definitely cannot say that it is none of my business. This is unacceptable. As I said, this is more like a trap super.com and hotel set up for a consumer. This is very bad. I do not accept your argument, super.com just wants to escape your responsibility

  Sincerely,
  
  Yupeng Kong

• Initial Complaint

  Date:12/03/2025

  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.

  Confirmation Number: B_22327997 View Reservation Online Check-In: Thu Nov 27, 2025 (from 3:00 PM to anytime)Check-Out: Fri Nov 28, 2025 (11 AM)No. of nights: 1 Room Type:1 King *** Free Breakfast Address:Spark By Hilton Merrillville ******************************************* I booked this and paid extra for the cancelation in case of sickness,they made it impossible to use it and rejected the use of it

  

  Business Response

  Date: 12/04/2025

  Dear Rich,
  
  Thank you for reaching out and sharing your experience with us. I understand the challenges that come up when navigating booking terms, especially when you've opted for additional cancellation coverage.
  
  Our bookings generally offer non-refundable and non-amendable rates to provide the best possible prices. After looking into your situation, we've escalated the matter for a comprehensive review.
  
  Our support team contacted the hotel and, unfortunately, your reservation was marked as a "no-show." This designation applies when guests don't check in as planned without prior notification to the hotel. Due to this, the hotel has denied the request for a refund as per their policy.
  
  While we aim to facilitate bookings that adhere to our travel partners' terms, these protocols are determined by the hotels, and we're unable to overturn their decisions.
  
  We understand this may not be the resolution you anticipated, and I thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/04/2025

   
  Complaint: 24222252
  
  I am rejecting this response because:

  1.They are leaving out the fact that a paid extra for their cancelation insurance policy 

  2. I contacted them and let them know I needed to cancel my reservation- I was not a no show- I new I had purchased the cancelation and so informed them I would not be able to stay there and wanted a refund.
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 12/04/2025

  Dear Rich,
  
  Thank you for your follow-up and for sharing more details about your situation. I understand the importance of having clarity, especially when additional cancellation coverage is part of your reservation.
  
  You booked an Enhanced Refund Option as part of your reservation, which is an add-on feature designed to provide refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this add-on are available via the link in your confirmation email.
  
  To initiate a refund under this option, you would need to work directly with the enhanced refund provider and submit the necessary documentation as outlined in their terms. This process is designed to ensure that every claim is handled fairly and transparently.
  If you can secure documentation from the hotel approving your request for a refund, wed be happy to take another look at your case together.
  
  Your cooperation and understanding are greatly appreciated, and we aim to assist you as best as we can. If you have further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:12/02/2025

  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.

  -illegal operation of the website database. The website shows customers no "Active Subscriptions" and no cancellation options whereas customers actively get charged.- During a chat, staff acknowledged the charge that threatened if not continued the rewards will be removed, WITHOUT confirmation from the customer, the account was closed and the funds were removed without a refund.

  

  Business Response

  Date: 12/03/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. I understand how important it is for you to have clear visibility over your subscriptions and transactions, and I'm here to clarify the situation for you.
  
  Upon reviewing your Super+ membership subscription, I can confirm it was activated in September 2025 during your reservation at the ************************. Please note, the Super+ membership is entirely optional and is confirmed at the checkout stage.
  
  I'm pleased to inform you that we have successfully canceled your Super+ membership, and all transactions totaling $45 have been refunded to your original payment method. Additionally, you have an available credit balance of $71.38 in Super Travel credits, which can be used towards future bookings on Super.com.
  
  If you need any more information or further assistance, please feel free to reach out. We're committed to ensuring transparency and a positive experience for you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/03/2025

  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:12/02/2025

  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.

  I am filing this formal complaint against Super.com (***************************) for fraudulently substituting the paid-for service.Transaction Details:Service Paid For: ****** ******* By Wyndham ********* Near The Strip (Advertised with a pool and specific brand standards).Service Received: A completely different, low-grade ******* at the same address. The ******* brand was never mentioned in the advertisement.The Deception:Super.com substituted the paid-for branded hotel with a rudimentary *******. This is not a quality issue but a fundamental breach of contract and fraud.Identity Discrepancy: The property received is not materially similar to the service paid for. The ******* lacked the core facilities and brand standards paid for. When I requested a receipt, the front desk explicitly stated that since my booking was not made through their system, they could not provide a receipt and could only issue an occupancy proof.Forced Check-in: Due to the late hour (nearly midnight) and the considerable time the driver spent fruitlessly searching for the advertised hotel name at the location, combined with safety concerns as a single female traveler, I was compelled to check in.Resolution Attempt and Refusal:Super.com Refusal: Super.com refused to issue a refund, falsely claiming the issue was merely "hotel quality."PayPal Denial: I filed a SNAD claim with ******, but it was denied on the grounds that the service was "materially similar." Given that the received ******* has no structural, facility, or visual resemblance to the advertised property (not a single feature is the same), the basis for ******'s finding is unclear. The appeal channel was subsequently closed.Evidence Submitted: I have submitted clear photographic evidence of the paid-for property (****** *******) versus the received property (*******).My Desired Resolution:I demand an immediate FULL REFUND of $73.24 CAD for the fraudulent service provided.

  

  Business Response

  Date: 12/03/2025

  Dear You,
  
  Thank you for reaching out and sharing your experience with us. I understand the importance of having your concerns addressed thoroughly, and I appreciate the opportunity to provide some clarity.
  
  After reviewing all the communication and booking information related to your case, we understand the situation you're in. We would like to further investigate this matter; however, at this time, we are unable to assist directly because a dispute has been filed with ****** regarding this transaction. Once a dispute is initiated, all further communication and resolution efforts must proceed through ******. Our role is to provide any necessary documentation and information they request to facilitate their investigation.
  
  Because both chargebacks are currently active with ******, we're unable to intervene or address the issue outside of ******'s process until the dispute is concluded. Had a dispute not been filed, we could have escalated this matter internally to review and potentially resolve it.
  
  We appreciate your understanding in this matter. If further assistance is needed, continuing communication with ****** is recommended as they handle your case.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:12/01/2025

  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.

  When reviewing my bank statements for the year I noticed that in January of 2025 I was charged 1.97 from "SUPER+ * 1833-773-8844-461-2577 CAUS", and have since been charged $15 a month by them and I have no idea why. I have never heard of this company before and when searching it up I can't find any information on it besides multiple websites claiming it's a scam. I am asking for my non-consensual membership to be cancelled and a refund of the last 11 months of payments totaling $166.97 be returned to my account immediately.

  

  Business Response

  Date: 12/02/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. I understand how surprising it can be to see unfamiliar charges and I'm here to help you resolve this situation.
  
  We have located your Super+ membership and found that it was signed up on January 30, 2025, through a third-party welcome offer that included a $20 credit. Rest assured, we have taken the necessary steps to cancel your membership, ensuring no further charges will occur.
  
  Additionally, we have processed a refund for all transactions related to the Super+ membership charges, totaling $151.97. This amount will be credited back to your original payment method and should be reflected in your account within the next 3-5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to ensure your experience with Super.com is both clear and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:12/01/2025

  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.

  I booked a room with two queen-size beds on Super.com for the ******************************, located at ************************************************************. When I arrived at the motel, I was given a room with only one queen-size bed. I discussed this with the motel manager, and she showed me the booking she receivedit was for a single queen-size bed. Super.com sent the wrong booking. I contacted Super.coms chat support, but the agent was not willing to resolve the issue. I have attached two files with this message. The file named 'voucher.pdf' shows my booking, which clearly indicates a room with two queen-size beds. The other file shows the receipt from the motel, which confirms the room I was given. The room type was listed as 'NQP,' which means a onequeen-size-bed room.

  

  Business Response

  Date: 12/02/2025

  Dear Gaurav,
  
  Thank you for reaching out and providing detailed information about your experience. I understand how important it is to have your booking meet your expectations, and I appreciate you bringing this to our attention.
  
  We have reviewed your case thoroughly and acknowledge the discrepancy in your room booking. It appears the room provided was missing a queen-size bed, contrary to what was confirmed in your reservation. Due to the reservation being utilized during your stay, we are unable to approve a refund.
  
  However, as a gesture of goodwill, we have processed a compensation valued at 20% of your booking in Super Travel credits. These credits can be applied to future bookings through Super.com, allowing you to enjoy a smoother experience next time.
  
  We appreciate your understanding and patience regarding this matter. If you have any other questions or need additional support, please feel free to reach out. We are committed to ensuring that your future experiences with Super.com are positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/02/2025

   
  Complaint: 24213121
  
  I am rejecting this response because: their reason is not valid.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 12/04/2025

  Dear Gaurav,
  
  Thank you for getting back to us and sharing your perspective. I understand the disappointment with the outcome, and I appreciate the chance to explain further.
  
  Upon reviewing the situation, we acknowledged that your room didn't match the booking details you received. Unfortunately, since the hotel has opted not to provide any additional cancellations or refunds, we aren't in a position to go beyond the Super Travel credits offered. Our role at Super.com is to facilitate bookings according to the agreements with our travel partners, and we don't have the ability to change their decisions on refunds or cancellations.
  
  I realize this may not be the outcome you were hoping for, but this will be our final response, and we consider this matter resolved from our side. For any further issues, I recommend reaching out to the hotel directly, as they might offer additional assistance.
  
  Thank you once again for your feedback, and we genuinely hope your future experiences are more aligned with your expectations.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/04/2025

   
  Complaint: 24213121
  
  I am rejecting this response because of the following: When I arrived at the motel and realized I had been given a room with one queen-size bed, I spoke with the manager and showed her my confirmation from Super.com. My confirmation clearly stated a room with two queen-size beds. She then showed me the confirmation she received from Super.com, which listed only one queen-size bed. This clearly indicates that the issue was caused by Super.com.
  Super.com is placing the blame on the motel, even though the error occurred on their end. Their website promises one thing, but the booking they sent to the motel did not match what I paid for. This feels like a blame game instead of taking responsibility.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/01/2025

  Type:Sales and Advertising 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.

  Subject: Ongoing Concern Regarding Mishandled Reservation F1 Las Vegas Weekend I am writing to follow up on a serious issue involving my reservation at The Cosmopolitan of ********* during the Formula 1 race weekend on Saturday, November 22. While I appreciate that the refund has been processed, the core problem remains unaddressed, and I have yet to receive any meaningful explanation or acknowledgment of what went wrong. Through your platform, I booked a confirmed one-night stay at The Cosmopolitan for $250. All documentation from your system confirmation emails, vouchers, and app details indicated that my reservation was valid at that property. However, upon arrival, The Cosmopolitan informed me that my booking had been redirected to Excalibur. The hotel provided a pre-printed letter stating the issue originated with your agency. When I contacted your support team, they insisted the reservation was indeed at The Cosmopolitan and had no record of Excalibur. I was left in the middle of two conflicting stories, with no assistance or clarity from either side. This resulted in: - Being denied the room I booked and paid for - Being forced into a significantly lower-quality hotel - Losing valuable time during an event weekend that required substantial planning and expense - Receiving no explanation, accountability, or follow-up from your team A refund alone does not resolve the fact that I was misled, inconvenienced, and left without support during a high-demand weekend. I also never received a refund of the $62 I had to pay to the Excalibur for their resort fee. I expect a clear, detailed explanation of how this error occurred, why I was given conflicting information, and what steps your company is taking to prevent this from happening to other customers. I have been a loyal user of your platform, and this experience has seriously undermined my trust. I look forward to a proper response that addresses the issue directly.

  

  Business Response

  Date: 12/03/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. I understand the disappointment and inconvenience you faced during the Formula 1 weekend in *********, and Im here to address your concerns.
  
  We have escalated this matter for a thorough review to understand the discrepancies in your reservation. I want to assure you that we have already processed a full refund for your original booking. The issue you encountered is certainly not reflective of the service we strive to provide, and we are actively looking into how this mix-up occurred.
  
  Regarding the resort fees, these fees are collected by the hotel directly and are typically disclosed at the time of your original booking. Since your stay was redirected to Excalibur, the same resort fee conditions apply as they would have at The Cosmopolitan. While we understand your concern about this unexpected charge, we are unable to issue any further compensation or refunds regarding the resort fee.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. If you have any further concerns or need assistance, we recommend continuing to work directly with the hotel.
  
  Thank you again for your understanding and for bringing this matter to our attention.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 24212844
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** M *****

   

  I do not find your response acceptable. I was the one at a loss of time at an event that cost more than that hotel room cost. I am asking to be compensated the equivalent of the Excalibur resort fee for my inconvenience. I never should have had to deal with that. I should have been able to book the hotel I wanted on your site, go to said hotel, and stay at said hotel. Not spend hours trying to figure out what is going on and end up at a subpar dirty hotel room that I didn't even feel comfortable showering in.  I don't think it's an unreasonable compromise. And honestly if you want to keep me as a customer as I have reserved from y'all many times in the past, I suggest you rectify the entire situation not just the original hotel charge.

  

  Business Response

  Date: 12/04/2025

  Dear *****,
  
  Thank you for reaching out again and sharing more about your experience. I want to express my appreciation for your patience and understanding as we looked into the situation.
  
  When reviewing the details of the original reservation, we found that the resort fee was indeed part of the booking terms and communicated at the time of purchase. Similarly, the replacement booking at ********* had its own resort fee, which is a standard practice. Our goal is to maintain transparency about these charges, which is why they are disclosed upfront during the booking process.
  
  While weve issued a full refund for your original booking, we aren't in a position to provide additional compensation for the resort fee since it aligns with the terms you initially agreed to. I realize this situation has been less than ideal, and I appreciate your understanding.
  
  This matter is considered closed on our side, but I encourage you to continue reaching out to the hotel directly if you have further questions about the resort fee. Your feedback is invaluable to us as we strive to enhance our service, and we thank you for sharing your thoughts.
  
  We hope to have the opportunity to serve you better in the future and meet your expectations.
  
  Warm regards,
  Super.com Team