Super.comReviews 2,256

Great experience and easy, why do You ask for a tip of $22,,,at the very least give the customer an option to tip there desired amount not your set gratuity price of $22. I did all the work, therefore no tip!

I recently had one of the most frustrating and infuriating experiences with a company—Super.com—and I feel compelled to warn others. This company operates in a completely predatory manner, taking customers' money and offering zero customer service when things go wrong. If you're thinking of booking a hotel through them—don't.

The Booking Disaster
I attempted to book a hotel in Los Angeles through the mobile version of Super.com's website, and due to their poorly designed and unclear interface, the dates selected ended up being off by two days. Their website did not make it apparent what dates were being chosen, which led to an immediate mistake that I caught within 30 seconds of receiving my confirmation email.

Customer Service Black Hole
As soon as I saw the issue, I immediately called Super.com's customer service, expecting them to be able to correct a simple mistake that had just occurred. That's when the nightmare began.

I was on the phone for hours, getting transferred, put on hold, and repeating my issue over and over again to different representatives. I wasn't asking for a free handout—I was simply looking for any reasonable solution. I asked if they could:

Change the booking to the correct dates, even if it meant paying a penalty
Offer a partial refund, considering I caught the error within a minute
Give me any solution that would allow me to salvage the booking
Their response? Nothing.

Each time I spoke with a representative, they would put me on hold, come back with no helpful information, and repeat the same robotic "Sorry, there's nothing we can do" line. No one was willing to explain why they couldn't assist, and when I asked to escalate the issue, I was either transferred to another unhelpful person or placed on hold indefinitely.

Marriott Was Willing to Help—Super.com Refused
Frustrated, I took matters into my own hands and called the hotel directly—the Marriott near LAX—to see if anything could be done. Marriott was amazing. They told me they could refund the money, but since the reservation was made through Super.com, the funds would go back to Super.com.

Thinking I had a clear solution, I called Super.com back, explained the situation, and even provided a letter from Marriott confirming they would process the refund. Still, Super.com refused to do anything.

At this point, I was begging them for any kind of compromise—a partial refund, a rebooking fee, a penalty to change the dates, literally any option that wouldn't result in me just losing my money entirely. They didn't care.

A Predatory Business Model
What became clear through this experience is that Super.com doesn't make money by providing good service—they make money by trapping people in non-refundable bookings and refusing to help, no matter the circumstances. They intentionally make their website difficult to use, ensuring that errors happen, and then they exploit those errors to keep your money.

Their rigid, robotic customer service is designed to wear you down until you give up. They put people on hold for hours, refuse to escalate issues, and simply repeat "our policy doesn't allow it" without any real explanation. They could have easily resolved this issue, but instead, they chose to make it as difficult and frustrating as possible.

Final Warning: Avoid at All Costs
If a company is this unwilling to help when a simple mistake is made and this inflexible even when the hotel itself is willing to assist, then it's clear they do not care about their customers. They only care about trapping people in bad bookings and keeping their money.

I strongly advise against using Super.com for any bookings. If anything goes wrong—even if it's due to their poorly designed platform—you will be on your own, out of luck, and out of money. Stay far away.

Note: After the complaint on Sitejabber, Super.com canceled the reservation and refunded the purchase on my credit card.

I made a reservation for the Hyatt Place Aruba Airport hotel from January 11 to 18,2025, through the hotel booking site "Super.com", found by searching the renowned Trivago website. The reservation was charged to my card immediately by Super.com. When we arrived at the hotel, there was no communication of our reservation to the hotel. We contacted Super.com by phone and spent several hours communicating with them (myself, my wife and the hotel staff). After some time without resolving the problem, they said that they were having "problems with the booking system" and suggested that we wait a few more hours, or perhaps until the next day, to see if the notification of the reservation that had already been paid for would reach the hotel? The hotel staff suggested canceling the reservation as an alternative, which was accepted by the booking site and by us. At the same time, we opened a process to cancel the reservation and the payment of the reservation, by email, from an email sent by Super.com with a copy to me and to the hotel, and a reply from the hotel to the same email stating that it agreed to cancel the reservation.
As a result, we had to pay for a night in the hotel at the absurd counter price. We then managed to book another hotel for the next six nights of our stay through Booking.com. As well as spending more on the problem of this paid-for and unfulfilled booking, we (my wife, myself and my six-year-old son who suffers from Autistic Spectrum Disorder) had to wait for hours to get into the hotel. Needless to say, since then there has been no response from Super.com regarding the request to cancel the reservation and refund the payment, and no response to the last contacts I tried to make.
It's also worth mentioning that the Hyatt Hotel staff informed us that the hotel was full for some of the seven nights we booked through Super.com. In other words, this booking site is offering services that it cannot honor...
I am contesting this purchase so that I don't have to pay for a service that was not and could not have been provided. And I suggest that you only book through travel sites that we know are reliable, such as Booking.com and Viator. Be wary of bookings priced well below market value, especially last-minute offers.