Super.comReviews 2,265

Hi Charles,
We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.
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.

Hi Amjad,

Thank you for reaching out and sharing your feedback.

We apologise for any inconvenience. We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside 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.

We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed.

In this case it is noted that you went ahead and cancelled your reservation and a full refund was processed.

Regards

Hi Erica,

Thank you for reaching out to us about your reservation.

We are truly sorry to hear that you had trouble cancelling your reservation. We understand your frustration and would like to address your concerns.

Please note that your reservation was made for a refundable booking valid until a certain period of time, 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 already communicated with the hotel and they directed you to us for further assistance, we can proceed with your request only after receiving written confirmation from the hotel specifying the changes to be made.

If you had engaged in any direct communication with the accommodation, whether through written correspondence or by phone, 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 apologize if our service did not meet your expectations on this occasion. We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.

Hi Lori,

Thank you for reaching out to us about your reservation.

We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.

We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

This matter was escalated to our Urgent care team who reached out to our partners and investigated. This has now ben closed as the hotel agreed to refund your card as they charged you by mistake.

Regards