Super.comReviews 2,256

Hi Mahesh,

Thank you for bringing this to our attention. We are sorry that you had trouble with the cancellation of your stay. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval.

Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.

If you have engaged in any direct communication with the accommodation, through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request.

Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.

We hope we have clarified your doubts and concerns.

Hi Janna,

Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.

Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team.

This will enable them to investigate your situation thoroughly and establish direct communication with you.

We appreciate your cooperation and look forward to assisting you.

Hi Gary,

Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.

We'd like to provide you with some insight into the booking process with hotels. It's common practice for many hotels to process third-party bookings closer to the check-in date. Consequently, they may not be able to provide their internal reservation number at this time.

In addition to the reference code B_xxxxxxx that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches.

It's important to understand that as a third-party platform, we have limited control over the hotel's internal processes. Some properties only reveal reservation details internally as the check-in date nears, while others have immediate access to this information once the reservation is completed.

We've checked our records and see that your reservation is already canceled last May 05,2024 within the refundable period. 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.

We trust this clarifies matters for you.

Hi Al,

Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. 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 want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve the issue by having the payment settled with the property.

We also want to bring to your attention that the property has confirmed with us that there was no problem with your booking as the payment has been settled. They informed us that you refused to pay the mandatory hotel fees that is why they were unable to check you in.

It's important to mention that hotels commonly implement a security deposit as a standard procedure. This is merely a temporary hold on your credit card, contingent on a property inspection. The hold is lifted if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages are identified. We appreciate your understanding of this industry-standard practice.

Please also note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Thus, we are not able to provide a refund for this booking.

We trust this explanation brings clarity to the matter.

Hi Alexander,

Thank you for bringing this to our attention. We want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve the issue by issuing you a full refund back to your account and sending you a credit available for your use.

The full refund was already processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

We apologize for any inconvenience you may have experienced, and we appreciate your understanding in this matter.