Overview
Super.com has a rating of 3.6 stars from 2,150 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Super.com most frequently mention best price, next time and friendly staff. Super.com ranks 11th among Hotels sites.
Super.com - not so super when something goes wrong!
It's easy for a company to match the competition when things are going well. It's when things go wrong a company shows it true colours and where they care a hoot about their customers. Super.com do not!
In this case I made an error, we can all make mistakes. I thought I was booking a hotel for the following day (17th Oct 2024) and hence was happy to book it non refundable, what could go wrong between today and tomorrow. When I turned up at the hotel, I found to my embarrassment I had booked the room for a year forward for 17th October 2025!) The Hotel were helpful and said in the circumstances of a genuine human error, they could change my booking free of charge, but they would have to receive the amendment request from Super.com the booking agent. I thanked them for their understanding and got it touch with Super.com via their app chat function. I explained the situation to the advisor, but all she could do was quote that my booking was non refundable and that despite the fact the Hotel were totally willing to change the dates Super.com were not. I even offered to pay an amendment fee, but computer says no and it became immediately apparent that Super.com are more than happy to profit from their customers mistakes and will give no leeway should you make a simple error, which a decent company like the Hotel was willing to sort out. I won't use Super.com again and I will tell everyone I ever meet how they don't care about their customers and to avoid at all costs.
I contacted the hotel directly to ensure that they did indeed have my reservation. I had not used Super.com before. The reservation did not show up on their database. I emailed them but have not received a reply.
I also had an issue with the 'refer a friend discount'. My friend Dorothy Price had booked for the same date ( May 31/25) and sent me the discount code. There was no option to enter it on my checkout page. When I went to the help files it said that the room I booked May have not been eligible for the discount. Perhaps you can research that for me. Thank you.
Bad customer service and unreasonable policies ( possible scam)
I made hotel reservations and paid extra for cancellation, 2 hours later I discovered that I booked the wrong one and wanted to change it or upgrade. They said I have to fill out a refund form first. They rejected it claiming that it was confirmed. I told them I don't want to refund I just want to change the hotel they still denied and didn't even try to help or understand. I asked the hotel they have no reservations under my name. I checked again the today and still no confirmation from the hotel and no reservations under my name.
I feel like I have been scammed.
Hi Sana,
Thank you for reaching out and sharing your concerns about your refund request. We completely understand if you're feeling a bit uncertain, but please know that our credibility is backed by many reputable publications.
Regarding your booking, I’d like to clarify the difference in reservation types. You selected a non-refundable rate, which offers a discount in exchange for a more restrictive cancellation policy. We do offer the option to upgrade to a more flexible policy that allows refunds under specific conditions. However, it’s important to note that the upgrade fee is non-refundable due to the additional flexibility it provides.
For a complete breakdown of our reservation policies, feel free to review the Terms & Conditions on our website. You can also find more information about the Enhanced Refund policy here:
https://go.super.com/2g8g3QA
https://www.refundable.me/extended/en/
Regarding your reservation not appearing in the hotel’s system, it’s actually common for many hotels to process third-party bookings closer to the check-in date, which is why their internal reservation number may not yet be available. Please know that as a third-party platform, we have limited control over the hotel’s internal processes.
If you’ve been in contact with the accommodation directly, we recommend gathering any relevant details from the staff, including their names and positions. Once you have written approval, you can initiate the cancellation process by visiting: http://go.super.com/amendmentform and following the prompts.
We hope this clears things up for you, and we’re here to assist you throughout this process.
Jus a quick call,they directed me right through it, before you knew it I was already booked thank you
The room sounds nice for 3-4 people, it was easy to book and Super honoured a Group rate. Date is still two weeks away so hopefully it all works out.
The only place I want to stay! Clean plenty of space quite well worth the money 💰
It wasn't until i booked and paid that I was made aware of a $45 daily fee charged by the Hotel. That should have been up front.
Took them about 30 minutes to figure it out, and that was even with two other couples who also used super.com and checked in a few hours before we did. They had the same issues.
With "Super" I was able to get a best proce for ery good hotel. I´m very satisfied with servise. Well done!
I was nervous when I read some recent negative reviews. Our visit was perfect. Clean room, very friendly and helpful staff, delicious generous breakfast, happy visitors from other nations. Would definitely recommend it and a return visit.
Booked a room in Cancun and nowhere did they disclose the extra $65 resort fee that I was charged when I arrived to the hotel. Total SCAM. Understand these fees exist but you must disclose this info BEFORE you sell the room so customer can take this into consideration.
Hi David,
Thank you for bringing this to our attention. We want to assure you that our company is reputable and trustworthy. Our credibility is affirmed by our features in esteemed publications such as the Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
We understand that encountering unexpected fees can be surprising. It's important to note that hotels often have standard practices of charging a mandatory deposit and/or resort fees directly to guests.
Please note that the listing did include the room rate and hotel fees in their listing. Super Travel displays the room rate and then the additional hotel fees are in the hotel's terms and conditions section, pre-booking. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion.
We trust this explanation provides clarity on the matter.
I booked the wrong hotel from a friend letting me know which one to book and Super.com had no problem reminding.my money and I was able to book the right hotel them, all with in 2 business days, I was impressed... I will book here again for sure...
Please everyone watch out for this company.
I was searching for "Free Cancelation" hotel options because I am not 100% certain about my New Year Eve plans.
I found a super.com offer that stated "Free Cancellation" and selected it to purchase.
After my selection was made, a note immediately popped up to tell my cancellation was "UPGRADED", which by definition means, "To raise the quality of; to improve the grade of".
Once I got my confirmation email, I realized that the dates that were selected were for only 1 night, and I had intended to book for 2. I went back to cancel the reservation with the intent to re-book for 2 nights, and then noticed the confirmation email states "non-refundable".
I reached out to their customer service via internet chat, and then via phone, and then spoke with their supervisor, only to find out what happened.
Apparently they have a different definition of what "free cancellation" and "upgrade" means, and it was my mistaken to not have known that. They stated that once the cancellation was "upgraded", what they meant was, "Your 'free cancellation' is no longer available, instead we are giving you 'travelers insurance' and changing it to a 'non-refundable status except for unforeseen circumstances".
As a 40 year old educated professional, I am very bothered by this. It is clear that this company is using confusing advertising and purposefully sneaky ways to manipulate the customer into thinking they are buying something that they are not.
This booking was 4 months in advance, I IMMEDIATELY reached out to them one I realized what happened, and they gave me no sympathy, concern or understanding. Pardon my French but they were essentially like, "Tough $#*!, deal with it. You were stupid for not reading the fine print and assuming we would not want to rip you off".
I will never again use this company, and I will do everything in my power to make sure everyone knows about my experience, so they may not be stuck with a $300 room they will not use, and a disheartening experience with a customer service department.
Hi Jessica,
Thanks for taking the time to share your feedback with us. Your input is invaluable to us, as it guides our continual improvement and growth. We take these matters seriously and assure you that integrity and transparency are at the core of our services.
We understand your concerns regarding the upgrade to your refund policy and would like to provide some clarity. When making a reservation, it's essential to differentiate between the type of booking selected.
You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. By choosing for an enhanced refund option, you may get more flexibility under certain conditions, though the upgrade itself is non-refundable.
For those who choose a flexible rate, cancellations within the grace period are fully refundable. If they decided to further enhance the policy, it's designed to provide additional protection, but certain terms must be met for a refund to be issued.
For a detailed overview of our reservation policies, we recommend reviewing the Terms & Conditions on our website. To learn more about the Enhanced Refund policy, please visit the following links:
https://go.super.com/2g8g3QA
https://www.refundable.me/extended/en/
We hope this clarifies the reservation policies for you.
This was my first time booking through Super.com. If I'm being honest, I'd never heard of it previously; but I ended up highly satisfied with the results and have already recommended to several friends. The reservation went seamlessly, and the deal I got was incredible!
Super.com is quick and easy to use with great deals anywhere!
Very good experience. We used the site for a trip out west. It was great to get a deal wherever we finished up the day's travel.
The hotel reservation was easy to make (for a same-day stay), but I was unaware that I had also signed up for a monthly subscription to Super+ until a $14.99 charge showed on my credit card a week later.
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Grant,
Thank you so much for sharing your experience with us! We totally understand how valuable flexibility is with reservations, and we’re here to support you however we can.
Just a heads-up: once a reservation is confirmed, we aren’t able to adjust the details since bookings are based on what you selected during the process. That's why we suggest double-checking the details—like dates, location, and price—before you complete your reservation. It’s also a good idea to review the cancellation policy so you’re fully aware of your options in case plans change.
As we mentioned earlier, your reservation was non-refundable, which can limit adjustments or cancellations unless approved by the hotel. However, your satisfaction is our priority, so our Support Team is actively working with the accommodation and travel partner to request a complimentary cancellation for you. We’ll keep you posted every step of the way!
Thanks for being with us, and we’re dedicated to making sure you have the best experience possible!