Review Time
My husband and I were scheduled to attend an event in Titusville, Fl. At the last minute we were unable to take our RV. I booked a room at the Holiday Inn for 2 nights, through Super.com The first day we attended the event and returned to the Holiday Inn around 10pm. We were tired and ready to sleep. My husband folded down the comforter and there was a large dark spot on it. The bed looked like it had been used and then made without changing the linens. We called the front desk and they sent maintenance with a clean comforter. While we waited for maintenance, I noticed the room had not been dusted or vacuumed as there were peanuts scattered about on the floor. When maintenance arrived, I requested that everything on the bed be changed.The next morning I spoke to the director of operations for Holiday Inn. I told her about our experience and showed her pictures of the room. We decided to cancel for the second night and checked out early. The director of operations said she would refund our entire amount but she was unable to do that because I booked through a third party.I contacted Super.com on the next business day. Along with my complaint, I provided them with the name and number of the director of operations and her contact information.A week later, I had not heard from Super.com so I called again. The representative who answered my call confirmed that I had registered a complaint and I had requested a refund. Other than the original complaint being recorded, Super.com had not done anything on my case.The representative said the complaint would be handled and he told me I did not need to keep calling and then terminated the call. I attempted to contact Super.com today. I gave up after40 minutes on hold. We are out almost $400 and the only thing we had to show for it are memories and pictures of a dirty room and a company that refuses to address my complaint.
Be very careful, when you consider "fully refundable" reservation. Read their Terms&Conditions and you will see, that to get a refund you have to fall into one of listed categories. There is no refund, if you booked in error, or changed your mind or your plans.
Signed up for a trial Super+ membership trial to get a discount on a hotel booking. They made it seem that I would receive a discount on the booking, but in reality it's just credit to spend on future Super.com bookings (not useful to me). Secondly, it was impossible to cancel the membership online - something was broken on the website, perhaps because I'm a UK user. Struggled trying to cancel with three different browsers, tried following the AI assistant's instructions; had to call a phoneline to cancel in the end. Complete waste of time.Edit: Super's response below does not address the two key issues. First, that the booking page advertises a discounted price for the current booking, which is misleading because they do not offer a discount for the current booking, they only offer a discount on a future booking. Second, the website is broken and does not allow customers to cancel online as they should, instead forcing customers to find non-obvious ways to cancel (talk to the AI, get the phone number, call it which is not necessarily free, cancel). Super needs to do better.
I booked a hotel using super.com the app led me to believe I was booking a hotel for quality Inn in Morgantown, West Virginia. After each step I viewed more information at the top left-hand corner to verify it was the correct hotel correct address after putting in my credit card information I get a text saying thank you for booking a hotel at super 8. Be very careful when using this app it is a scam.
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