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:01/29/2023

  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.

  On 1/5/23 I was redirected from the **** ****** swans website to a travel affiliate without my knowledge. I booked a hotel stay and it look exactly like the actual hotel's site until I received a confirmation with a voucher. I immediately released I had been scammed. They represented as the hotel not as an affiliate. I called and was told if I canceled my paypal dispute they would happily refund my money. I even spoke directly with the hotel who got involved to help this process. Supertravel/Wise Travel Tech/Reservation stays convinced me to close the dispute and since I did that I have no recourse other than to pay additional money to my make to do a charge back. They are scamming people and its not fair. I was promised my money back and they keep saying I did a chargeback which is incorrect.

  

  Business Response

  Date: 01/30/2023

  Hi ****** ,

  Thank you so much for reaching out with regards to your reservation B_8069366 at **************************.

  We are so sorry for the inconvenience and disconnect while making the reservation. We also would like to express our appreciation with your patience, understanding and cooperation with our team as we resolved the concern.

  Were sorry that you have that perception about our service, and we hope that we can at some point be able to amend the initial perception you had. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler, and dozens of other press outlets.
  
  Our hotel rooms are sourced from different partners including Expedia, Booking, and Hotels.com to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, incidents that might occur in the travel industry, that as a third-party we cannot control.
  
  For more information about Snaptravel, please visit our website! *****************************
  
  With that said, please note that we have gone ahead and processed the full refund to your Paypal Account. One of our chargeback team members has also reached out to provide the refund confirmation. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 01/31/2023

  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:01/17/2023

  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.

  On 1/14/22 I had a motel booked (M Motel Lewisburg) for two nights for $168.84. Once upon arriving to the **********:15pm (check-in was anytime after 3), there was no one available at the desk to help me check in. I waited around for about 30 minutes and called the number that they had posted 5 different times. I left a message once and no one returned, even the next day. I then ended up just finding another place to stay.When I reached out to Super for a refund, they initially were sympathetic and escalated to their UrgentCare team. Once that was in their hands, they closed the ticket immediately because they had called the hotel and said that they person at the desk said that someone would have been there during that time. Well, there wasn't. I have evidence of me not being able to get through to anyone there, but I was not able to share it because they closed the ticket without even asking for my side of the story and collecting my evidence. When I reached back out to the help line they just kept saying "Sorry we can't move forward with this anymore" over and over. It is very clear to me that they are dodging any and all situations that would involve a refund. I will never book with them again because they clearly do not have your back if something happens with the hotel. I suggest to everyone reading this that you avoid at all costs and book with a more reputable brand who cares about their customers.

  

  Business Response

  Date: 01/20/2023

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_8152763 at the *****************.
  
  
  

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  
  Our Corporate team is reviewing your case and will reach out to you directly as soon as possible.

   

  We appreciate your patience.

• Initial Complaint

  Date:01/16/2023

  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 actually logged into this account via AARP due to a member discount and attempted to purchase a gift certificate for a Carnival cruise that my family will be taking. In the process I added all my information and purchased. After purchasing, I'm not sure if I pressed submit 2x or something but I notice that the amount I purchased was doubled. I immediately contacted Supershop to let them know this was done in error and they responded by sending me their refund policy and stating that they could not help me. I attempted to reply to the email to ask for it to be escalated just to received a response of "This ticket is closed and cannot be reopen". I had to cut and paste and send this request via their contact us page just for them to come back again and say, this is our return policy and we cannot refund your payment.This is already no a user friendly website but for them to basically say, it doesn't matter how/if/when the issue occurred, you cannot get your money back. This is really shady business to me and I would like to have half of my refund back being that my order was only for 1 gift card.

  

  Business Response

  Date: 01/17/2023

  Hello ******,
  
  
  We truly appreciate you taking the time to let us know about your most recent experience - your feedback is appreciated. After further looking into this matter, we confirmed that 2 gift cards were ordered, therefore, two gift cards were delivered to your email address accordingly on January 14th, 2023.

  As previously mentioned via email, this item is all sales final and this means we cannot issue a refund as noted in our refund policy. 

  
  We truly apologize for any inconvenience this caused you.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18818819
  
  I am rejecting this response because:  The error was caused by the website accepting 2 orders because the submission button was pressed 2x.  It would make no sense to order that same gift card for the exact same amount 2x.  ************ has lost all respect from me and I would warn anyone considering purchasing from this company, please DO NOT.  In this day and age, there are security checks in place to immediately identify if an order was duplicated due to a browser timing issue.  For you to actually proceed with placing the order even after I immediately contacted the company to let them know, is really shady to me.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/20/2023

  Hello ******,

   

  We truly appreciate you taking the time to provide your feedback, it is truly valued. Kindly note that the website allows you to order multiple quantities of all of our products, as per the screenshot attached shows the option to do so. Therefore, there hasn't been an error on the website. In this case, we are unable to issue a refund as previously informed, we are sorry for the inconveniences caused by this matter.

   

  Regards,

  Customer Answer

  Date: 01/25/2023

   

  Complaint: 18818819

  
  I am rejecting this response because: I do not believe that by selecting a button more than once should lead to me being charged $550+

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

• Initial Complaint

  Date:01/14/2023

  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.

  So on the afternoon of January 10th I decided I was going to rent a room in ******* ******** and after googling I decided to go with Days Inn using supertravel to book it. And that is what I did. I get to the hotel to check in and while going through the process the woman informs me that a charge for $100 will be held on my card for any d aw vs famages and upon checking out It would be refunded back to me. Ok didn't have $100 to be held so I was unable to check in. I immediately called the supertravel customer service and explained my situation and was informed that during the booking process it was stated that some form of deposit might be required. I let the lady know that I didn't see anything saying that during the booking process 1asand that the only place I did see that was on the conformation email after I had booked the room. I then told her I was going to need a refund. I then was informed that I could not have one. I was basically told ***** to be you you're not getting a refund. I then asked to speak with a supervisor and was and was told that one will contact within 3 hours. Well I waited and waited and decided that I was going to call them back. That was on the on the 12th. Two days after I was told I would be contacted within three hours . So I called back on the 12th and told the lady I needed to speak to a supervisor So she said she escalated the call and one would reach out to me within three ppl, hours. Well that was yesterday and still haven't heard from anyone. Also i was told that during the booking process it said the hotel might require a deposit. Well I went through the booking process again to verify and nope it wasn't. The only place I saw that was in my confirmation email I received after I already booked and paid for the room. I don't see how this company is allowed to steal like this. It's not like I didn't show up. I tried to check in. I was denied and I have to just eat it. That's bull.

  

  Business Response

  Date: 01/20/2023

  Hi there,
  
  
  Thank you for reaching out to us about your reservation B_8122372  at the ***************************.
  
  
  We are sorry to hear about your experience at the accommodation, however, the requirement to put down a security deposit is standard for hotels. It is not a charge but rather just a temporary hold on your credit card, subject to an inspection of the property. The hold is released if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages occurred.

   

  We understand you made a last-minute booking, nonetheless, please note that the information for the security deposit for this specific listings was displayed both pre-booking as well as post booking in both your payment receipt as well as your check-in voucher. Please see attachments.

  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval.
  The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

  This being said, the supervisor in charge, as a one time goodwill gesture, did issue a refund. 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.
  
  
  Regards,

   

   

• Initial Complaint

  Date:01/11/2023

  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.

  Booked a room on December 11th for my uncle, he gave me his card to charge it. He called the hotel and cancelled on the 20th due to bad weather. They told him it was not going to be charged. Then on the 22nd I got a confirmation from SuperTravel. I responded via chat that he had already cancelled days before and he was not going to be needing the room. They gave me the run around. Today, January 11th, 2023 he tells me that he was charged and that the hotel said the refund would have to go through SuperTravel. They already knew he cancelled! They should not have charged him at all.

  

  Business Response

  Date: 01/12/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_7828102 at the *************************************, **.

  
  We are truly sorry to hear that you had trouble with your reservation.

  Please note that it was clearly stated in the cancellation policy of the reservation that it was only fully refundable until December 19th and you did mention that you had reach out to the property requesting to cancel a day after the refund period expired. 

  Unfortunately, because your reservation is already past the cancellation period, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,
  Corporate

  
  

• Initial Complaint

  Date:01/11/2023

  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 used SuperTravel based on my previous experience using SnapTravel. Up until my most recent experience, they have been nothing short but professional. However, the blatant unprofessionalism (including that at the supervisor level) has been too much to ignore. I looked at their website for hotels in DC in December 2022. I was considering two different hotels, one which SuperTravel clearly indicated would require resort fees paid at check-in and another that did not have that same clear SuperTravel disclaimer. I proceeded to book the the later (Sonesta) which did not indicate a resort fee. Unfortunately, when I checked in, I was charged a resort fee (increasing the overall by price by 20%). I reached out to SuperTravel and they initially stated that there was an error and that all I had to do was send the additional charge/receipt to the email they listed. However, when I did as instructed (emailed the receipt), I was told that I would not get a refund afterall. It was then escalated to a supervisor who emailed me once saying that if I had more questions, I could reach out. I sent him the SuperTravel listings clearly showing the two different hotels, one showing a resort fee, the other not. It fell on deaf ears. I emailed 4 times. I called them on the phone. The representative said that the supervisor would actually respond to me this time within an hour. However, still nothing. What is most absurd to me, is that now, a month later, SuperTravel STILL has not updated the listing (there is still no indication of resort fees for the Sonesta). They knowingly and willingly are misleading their customers about what the actual per night paid will be. I will no longer being using their service and highly advise other consumers to be weary of their business practices.

  

  Business Response

  Date: 01/12/2023

  Hi ******* ,
  
  Thank you for reaching out to us about your reservation B_7779137 at the *********************************************.

  We are sorry to hear about your experience at the accommodation, however, the requirement to put down a security deposit is standard for hotels. It is not a charge but rather just a temporary hold on your credit card, subject to an inspection of the property. The hold is released if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages occurred.

  Upon checking with the property, they did not charge a resort fee but instead an amenity fee which is a standard practice for them. We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we would like to offer you a credit of 10% of your reservation, so you can use it for a future stay. It is already available to use.

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

  
  Best,

  Corporate

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18721147
  
  I am rejecting this response because:

   

  It is purely semantics. Technically ******************* charges a "Facility Fee" which SnapTravel lists as "Resort Fee" on the SnapTravel website.     

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

  

  Business Response

  Date: 01/20/2023

  Hi *******, 

  
  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.
  
  *******************************
  
  
  As indicated on your payment receipt, the property may collect hotel fees in addition to the the rates regarding exclusively the room. Please see attachment. This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion.

   

  We hope we have clarified your doubts and concerns.
  Regards,Corporate

   

   

  
  
  
  Regards,

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18721147
  
  I am rejecting this response because:

  
  

  What you are showing is AFTER purchase.  I viewed two different hotels on your website (same dates, same city).  One clearly noted the additional fees, the other did not.  See screenshot.   
  
  Sincerely,
  
  ************;

• Initial Complaint

  Date:01/10/2023

  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 had two reservations for that day one was a mistake. B_7918984. Was the wrong hotel that I booked on December 23rd 2022, around 7 am and I called supertravel around ****am to ask them to cancel it. I was told they cant do anything about and if I want a refund Ill have to get a written approval from the hotel. I called the hotel and the lady was willing to do it but told me the merchant had to call. Supertravel never wanted to reach out to them. The supervisor even said they dont do call. So around 5pm I got an approval from a man from the and he told me he canceled it. Therefore I called supertravel again and gave the name of the receptionist and the agent told me that now they will have to call the hotel and asked them. They waited for 2 days and called the hotel I was staying in and this is what they sent me*This is ****** from the Amendments team. I'm reaching out in regards to your booking B_7919133 at ****************************************************** from 23 Dec 2022 to 25 Dec 2022* after I called them a bunch of times to tell them they made a mistake Im still waiting they gave me an answer after 6 days to tell me I cant get the money back. Supertravel have to do better 211 dollars yall took from me and not willing to give it back but the hotel was willing to if yall went and called the same day. I need my refund

  

  Business Response

  Date: 01/12/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_7918984  at the ********************************************** .
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  We would also like to apologize about the confusion that happened with one our support team members and the other booking which you correctly booked and utilized. We have gone ahead and had this flagged for improvement.

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund for booking B_7918984. 
  

  We are truly sorry that we were unable to get them to accept making an exception this time.
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.
  
  

  
  Regards,
  Corporate

• Initial Complaint

  Date:01/09/2023

  Type:Delivery 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 canceled a reservation with SuperTravel for a stay at ***************** ************** (Confirmation Number: B_7633434) during the free cancellation period. However, I was still charged the full amount for the reservation. I would like to receive a full refund of $499.99 for this reservation.

  

  Business Response

  Date: 01/12/2023

  Hi ****** ,
  
  Thank you for reaching out to us about your reservation B_7633434 at the ******************************** .

  Please note that even though you had booked a refundable reservation, it appears you did not reach out to our team to request cancellation accordingly. Please note that your reservation was fully refundable until the 20th of December, and upon checking our records there was no communication made between you and our support team.

  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  Corporate

• Initial Complaint

  Date:01/07/2023

  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.

  On 28th December 2022, I made a booking for **********************, ********* using the SuperTravel website. At the time of booking, I researched the information on the website about the property, and nowhere was there any mention of Resort fees for staying at the property. I also spoke with a customer care agent Name: ********************* inquiring about the total fees and he mentioned all information about fees etc is listed in the About section of the hotel page on the super travel website. After reading all information and making sure there was no mention of resort fees on the property I made a non-cancellable/NON-REFUNDABLE booking on the website (Confirmation no: B_7974450). However, during check-in at the hotel lobby, I was told that there would be a $28.19 resort fee charged per day of my stay. I told the receptionist about the fees and conditions while I made the booking and he (Name: *******) plainly told me to take it up with the booking agent and he could not do anything about it. I then again spoke to the customer service chat of ********************** (Agent name: *******) during my stay at the hotel, she went on a loop that all fees are listed on the About section of the hotel page (where nothing about the resort fees was listed) and she would not be able to proceed further on this matter. Even the fact that the earlier agent had provided incorrect information resulting in me making a NON-REFUNDABLE booking did not matter.I was made to pay the resort fees at the hotel, and SuperTravel agents misled me regarding this information. And without acknowledging the error kept insisting that nothing could be done about it. Any information related to resort fees/ or any extra fees should have been presented to me before I made the purchase of a non-refundable booking. Every other travel site lists this information so that the buyer can make the correct choice. Overall my experience with Supertravel was very bad and i felt cheated during this process.

  

  Business Response

  Date: 01/12/2023

  Hi Anant ,
  
  Thank you for reaching out to us about your reservation B_7974450 at the ********************** By ***************

  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. SuperTravel displays the room rate and then the additional hotel fees in this case were in the customer's voucher post-booking. 

  
  This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion.
  
  Since it was not visible during your initial search we have gone ahead and processed a partial refund to your original payment method on file amounting to the resort fees you had to pay at the property. Please note it may take 3-5 business days for the payment to reflect depending on your bank.

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

  Best,

  Corporate

  Customer Answer

  Date: 01/13/2023

  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:01/06/2023

  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.

  SuperTravel will take your money, not actually book the hotel, so when you call the hotel directly the reservation doesn't exist. Support says they confirm the hotel reservation three days out but coincidently you can only get a full refund 5 days out. After spending several days escalating and trying to get a confirmation from the hotel and supertravel, I have no choice but to cancel, and am left searching for something else most likely at a higher price due to their inability to confirm with the hotel in a timely manner. Book with SuperTravel if you like playing ******* Roulette... They will take your money, not book anything, offer a refund that takes 4-5 business day to go into effect, and are essentially collecting peoples money and holding it with no intention of providing service, like a ponzi scheme, leaving in question what they do with that money meanwhile. 2 booking numbers:B_8032768 B_8032789

  

  Business Response

  Date: 01/11/2023

  Hi ****,

  Thank you so much for reaching out with regards to your reservations.

  We want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. In addition to the reference B_8032768 and B_8032789 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN).
  It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, that as a third-party we cannot control some properties can only see it closer to check-in versus others that can provide their HCN weeks in advance.
  
  We see also that you have already requested to cancel your reservations and our team has obliged and refunded you accordingly. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Best,

  Corporate