Super.com (formerly Snaptravel) offers deeply discounted hotel bookings, but nearly all of them come with a catch: they're listed as non-refundable. If your plans change or something goes wrong at check-in, getting your money back can feel impossible.
But refunds from Super.com are possible — you just need to know the right process. This guide walks through every approach, from the straightforward to the escalation playbook.
Understanding Super.com's Refund Policy
Super.com acts as an intermediary between you and the hotel. When you book:
- Super.com pays the hotel at a wholesale rate
- You pay Super.com at a marked-up (but still discounted) rate
- The hotel considers it pre-paid and non-refundable
This structure means that refund requests bounce between two parties: Super.com says "the hotel won't refund us," and the hotel says "talk to Super.com." Breaking this loop requires a specific strategy.
When Refunds Are Most Likely
You have the strongest case for a refund when:
| Situation | Refund Likelihood |
|---|---|
| Hotel can't honor the booking (no room, overbooking) | Very high |
| Hotel has a safety/cleanliness issue | High |
| Unexpected fees at check-in (deposit, resort fee not disclosed) | High |
| You cancel well before the check-in date | Medium |
| You cancel last-minute or no-show | Low |
| You simply changed your mind | Low |
The Step-by-Step Refund Process
Step 1: Contact the Hotel First
This is counterintuitive but critical. Before calling Super.com, contact the hotel directly and ask:
- "Are there any fees or penalties if this reservation is cancelled?"
- "Can you provide written confirmation that the cancellation has no fees on your end?"
Why this matters: Super.com's refund process often requires written confirmation from the hotel that they won't charge a cancellation fee. If you get this in writing (email is best), you've removed Super.com's main objection.
Step 2: Contact Super.com Customer Service
Reach Super.com through:
- In-app chat: Usually the fastest response
- Email: support@super.com
- Phone: Available through the app
When you contact them:
- Have your booking confirmation number ready
- Explain the situation clearly and concisely
- If you have hotel confirmation of no cancellation fees, mention it immediately
- Ask specifically for a refund to your original payment method (not just a credit)
Step 3: Provide the Hotel's Written Confirmation
If the hotel confirmed no fees, forward that email or screenshot to Super.com. This is the key piece of evidence that unlocks most refunds. Without it, Super.com will often default to "non-refundable, sorry."
Step 4: Escalate If Needed
If the first-line agent says no:
- Ask to speak with a supervisor or escalation team
- Reference the hotel's written confirmation again
- Mention that the booking terms didn't disclose specific fees you encountered
- Be polite but persistent — Super.com's phone calls can take 30-60+ minutes
Step 5: File a Credit Card Chargeback (Last Resort)
If Super.com refuses and you believe the refund is justified:
- Contact your credit card company and dispute the charge
- Provide all documentation: booking confirmation, hotel correspondence, Super.com chat logs
- Chargebacks for "services not as described" or "merchant refund failure" are common in travel disputes
Specific Scenarios
Unexpected Deposit at Check-In
If the hotel demands a deposit (cash or credit hold) that wasn't disclosed when you booked:
- Document the deposit requirement (take a photo of the signage or get it in writing)
- Contact Super.com immediately — undisclosed fees are a strong basis for a refund
- If you can't check in because of the deposit, this strengthens your case further
Overbooking or No Room Available
If you arrive and the hotel has no room:
- Get written confirmation from the hotel front desk that they cannot accommodate you
- Contact Super.com immediately for a refund and rebooking
- This is the strongest possible refund scenario — the service literally wasn't delivered
Cleanliness or Safety Issues
If the room is uninhabitable:
- Take photos and videos immediately
- Report the issue to the front desk and get their response documented
- Contact Super.com with the evidence
- If the hotel offers a room change and it's acceptable, the refund case weakens
How Long Does a Super.com Refund Take?
| Refund Type | Timeline |
|---|---|
| Approved refund to credit card | 5-10 business days |
| Super.com credit/voucher | 1-3 business days |
| Chargeback through credit card company | 30-90 days |
The Bottom Line
Super.com refunds are absolutely possible, even on non-refundable bookings. The key strategy is to get written confirmation from the hotel first, then present it to Super.com. This removes their primary objection and dramatically increases your chances. If you'd rather not spend hours on hold navigating this process yourself, an AI agent like Pine can handle the calls and coordination — in one real case, Pine spent over 90 minutes on calls with Super.com to successfully secure a full refund on a non-refundable booking.
Sources
- Super.com Help Center: https://help.super.com/
- FTC Consumer Guide to Chargebacks: https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges
- DOT Travel Consumer Rights: https://www.transportation.gov/airconsumer
Is it possible to get a refund from Super.com on a non-refundable booking?
Yes. While Super.com labels most bookings as non-refundable, refunds are possible, especially if the hotel confirms no cancellation fees on their end, if there were undisclosed charges at check-in, or if the hotel couldn't honor the reservation. The key is getting written confirmation from the hotel and presenting it to Super.com customer service.
How do I contact Super.com customer service for a refund?
You can reach Super.com through their in-app chat (usually fastest), by emailing support@super.com, or by phone through the app. Have your booking confirmation number ready. Be prepared for potentially long wait times on phone calls — some refund discussions take 30 to 60 minutes or more.
What if Super.com and the hotel both refuse my refund?
If both parties refuse, your next option is filing a credit card chargeback. Contact your card issuer, explain that the service was not as described or that the merchant refused a justified refund, and provide all documentation including booking confirmation, hotel correspondence, and Super.com chat logs. Chargeback resolution typically takes 30 to 90 days.
Can Pine help me get a refund from Super.com?
Yes. Pine can call both the hotel and Super.com on your behalf, navigate the customer service process, and persist through long hold times. In one real case, Pine made multiple calls totaling over 90 minutes to Super.com, coordinated with the hotel to get written fee-waiver confirmation, and successfully secured a full refund on a non-refundable booking.
