The hotel deal looks incredible: $190 instead of $400. You book through Super (formerly SnapTravel), a site that has saved you around $1,000 over the past decade. Then you arrive at your destination and discover the hotel doesn't exist.
Now you're fighting for a refund while customer service demands a mysterious "cancellation document" that the non-existent hotel obviously can't provide. Welcome to the dark side of budget booking platforms.
A frequent user of the hotel booking site Super is warning travelers about the company's refund practices after being booked into non-existent hotels twice—once overseas, once domestically—and spending months trying to recover their money.
"Super will DEMAND you send them something known as a 'cancellation document' before they issue you a refund," the traveler wrote on r/TravelHacks. "It's hard getting a document that I have no idea existed."
The warning highlights a problematic pattern in the budget travel booking industry: platforms that offer genuine discounts alongside practices that make recovering money nearly impossible when things go wrong.
Let's break down the issues.
The Discount Deception
Super allows users to sort hotels by discount percentage—a feature that sounds helpful until you realize the "original price" is often inflated. The traveler reports seeing listings like "$190 WAS $400" when the actual price on Google or Trivago is $195.
This fake discount tactic isn't unique to Super. The FTC has warned multiple hotel booking sites about deceptive pricing practices that mislead consumers about actual savings.
The Non-Existent Hotel Problem
