booked through super.com. I've actually had a couple of decent experiences with them. but, recently had planned a trip to a concert and purchased a hotel room I thought was refundable. it has an updated cancel policy is what it says. makes it look like you can cancel for just about any reason. but when I actually had to cancel because of my life went through some unexpected circumstances, they had me give them their bank account my bank account excuse me and my routing number for them to assess whether or not I could qualify for a cancellation. they then sent me a rejection of that request which apparently from what I've seen online is common. and they gave me a phone number to call to have further conversation about that which went to homes.com and asked if I wanted to connect with an agent. that feels a bit scammy also, I seem to have somehow gotten enrolled in their membership without realizing it... that's just more money down the toilet read more

Super.com are thieves . They will charge your card for the membership at $15 . I was charged 4 times for 15$ each charge bail my bank alerted me. No refunds I had to cancel my cc read more

Unauthorized monthly fees. The $10 I was saving by using their service instead of booking.com was negated by the $20 monthly fee they charge without notice. read more

Ever since I went to San Francisco a year ago? They charged my account $15 every month. That's crazy, so be careful with them.Whoever this is super travel.I don't even know who that is read more

These people are SCAMMERS. If you end up having charges from them on your credit card like I did, and did not receive any goods or services from them, call them up and cuss these mfs out. I don't know about other users who have used their card info for booking stays & hotel rooms, but I myself NEVER even used my credit card for any of that. So I can't even begin to fathom how they received my card info. People online say that they obtain your info when you book a trip with your credit card but since I did not, I have no idea. But what I do know is that there are dozens of people online saying they have the same problem. If you contact Super+ to try to cancel your membership or inquire about charges, do not waste your kindness on these bottom-feeding losers. I called them up, told them I was pissed and that these charges on my acct are fraud, and the woman I was connected to went from "sir this is not the line you need to reach in order to cancel your membership" to "okay sir I went ahead and canceled your membership for you" within the span of like three minutes. Do not let these scumbags f*ck you over or take your money. Call them and tear them up so that hopefully they won't be able to continue doing this in the future. read more

WARNING ON WHAT YOU CLICK ... Just a BAD BUSINESS practice , they are defaulting you ALWAYS to pay them a monthly membership, you click Next Next ... and puff ... all of a sudden they start charging you monthly fees ... they should NOT default you to auto subscribe to their junk membership ... see attached read more

Super Travel - Travel Agents Near Me - San Francisco, California

I never applied for or authorized any merchant membership with this business. Without my consent, they signed me up and started charging me $15 every month for a membership I never asked for or used. This was done without clear permission or proper explanation. I had to notice the charges on my own, which is very frustrating and unacceptable. Businesses should never enroll customers or bill them without explicit consent. Be very careful and check your statements closely read more

We booked a hotel through Super for 4 nights from 2nd October. We made this reservation on Saturday 28th September after our previous booking with another hotel was canceled due to storm damage from Hurricane Helena We arrived at the hotel, Barefoot Beach Club on Madeira Beach, to find it closed due to storm damage!!!! Super.com should not have taken our booking as the hotel would already have been closed at the time of booking. We returned to Tampa to find all the accommodation booked because of people being displaced by the storm damage. We almost had to sleep in our car but after 2 hours of searching luckily found a room for the night I can't believe Super.com booked us into a hotel which was buried in sand and had no power, they should have known this. Incompetence on a Biblical Scale! We've had to pay rack rate for inferior hotels because we're having to book whatever we can find last minute. Super.com are even less interested in paying compensation than they were in supporting us to find alternatives. Unbelievably they won't even refund the money we paid them originally until we prove that we found an alternative by sending them copies of the receipts!!! I can't think what they would do if we'd been forced to sleep in our car..... And now I'm being asked to upload copies of the invoices from the hotels I had to book myself because of Super.com's incompetence before they will refund me! And I'm being told that one of my documents isn't good enough so they can't proceed. It can't be difficult to find out that the hotel is still closed for themselves. Shameful behaviour to avoid doing the right thing. I've tried raising a Formal Complaint as well but that's been ignored as well. Despicable. read more

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Booked two nights with them. Checked in with the hotel fine, but then got a call from the front desk that the credit card for Super's company was declined. Spent hours of my time while out of town trying to be to get them to pay only to have to pay out of pocket a second time for my room....two days later!! Trying to resolve now, and being told they will 'try' to negotiate a refund for me. They stole my $$$$!!! read more

My husband and I used Super.com to book the Riata Inn, a dog friendly hotel, in Marfa, TX. We drove 10 hours to get to this hotel. When we finally arrived and went to the front desk to check in, we were asked if that was a Doberman in our vehicle. After confirming that it was, she pointed to a typed up sign on their counter with a long list of dog breed restrictions. After being turned away, I called Super.com. They explained I had booked a non refundable reservation and they would not be able to give me a refund. I explained that we were not cancelling, but we were refused accommodations because of our dog. No where on the hotels website or Super.com's booking did it list the breed restrictions. We had to drive another 30 minutes to find other accommodations. We would not book through them again! read more

Why You Should NOT book through Super.com They only offer dubious practices, including false advertising, poor customer service, and misleading information. My recent experience with their booking platform and the hotel they facilitated was far from what was promised, and only caused distress for my family. The description of the room we booked was also inaccurate. We were promised a "double superior room," but instead, we were given a room with one bed and a sofa. Issues with the hotel room led us to complaint and delay our access to the room, finally getting to it closed to mid night. We attempted to contact Super.com from Las Vegas, but the wait times were excessively long, and the chat feature was unresponsive. Once home, we waited over an hour to speak with a representative, who declined to resolve our issue after 20-30 minutes of explanation. When we requested a supervisor, we were put back in the queue for another hour, only to reach another representative, who was not help and merely forwarded the request to a supervisor for review, promising a callback. It's been 1 hours - as we were promised and now one has call back! The lack of accountability is unacceptable and only shows disrespect and lack of empathy. read more

SuperTravel is a SCAM. I have booked hundreds of hotel reservations in my life and SuperTravel will take your money but not send your reservation to the hotel in a timely manner. I booked a $2,000+ condo in Cabo and 6 weeks later, the reservation was not in the condo's system. SuperTravel told me to just wait and they would send it closer to the reservation date. That's completely bogus. STAY AWAY. read more

BEWARE OF BOOKING WITH SUPER.COM--They make you pay in advance and the hotels don't honor the reservation. I booked a room for July 8-9, 2023 at Cape Rey Carlsbad Beach in Carlsbad CA through Super.com. Upon arrival, I was told by the manager the hotel does not receive the bookings from Super and that this has been communicated to Super on multiple occasions. I was forced to book a room with the hotel on my own at a much higher rate, and at my own expense, even though I had already paid Super for the reservation. I did so at the same hotel. I called customer service and was told I would be reimbursed for the charges 3-5 days by emailing the receipt from the hotel for the charges I incurred. I did so the night my stay ended. After receiving no response, I followed up by email again... only to be told that the "hotel partner" indicated I was a "no show" and I would not be reimbursed (The receipt I provided was for the SAME HOTEL I BOOKED WITH SUPER.COM). I called again and was told that the decision was based upon the "Hilton Orlando" indicating I was a "no show", a hotel more than 3,000 miles away from the hotel I booked. I have called 4 times over the last week. Each time I was told I would be called back within 45 minutes by someone who could help me. NO ONE HAS EVER CALLED ME! NO ONE HAS REIMBURSED ME!!! Aren't there laws against charging people for services that are not provided? read more

My name is Karim Elmasry I booked 4 stars from Super hotel a 6 nights in Turkey through Kayak app. for our anniversary. After traveling for 24 hours the hotel couldn't allocate the booking and after 3 hours talking to Super hotel customer service and spending more than $150 of roaming calls they told me to go to another zero stars hotel or take your money back and when I requested to talk to a supervisor she told me he will call me after 3 hours and when I told her to transfer me to the survey she hanged up on me. Someone need to stop this false advertising and scam please. I spent more than $3000 and traveled across the planet to spend 6 nights for our anniversary and now i am staying in a hotel with 5 feet reception having washing machine next to the check in desk. This is not fair. My Super hotel confirmation number is B_10189305 read more

We have traveled all over the world and NEVER had such a bad experience. A trip to Africa is TAINTED by the hotel reservations we arranged thru SUPER (NOT). Had the insurance for cancellation and with a need to cancel conveyed to them MONTHS in advance and promise by one of their representatives to correct - they are now keeping the $900 from us they said would NOT be charged. When we tried to tell them we would keep the reservations they lied and said the rooms weren't available. THEY DID THIS TO KEEP THE $900 AND DO NOTHING FOR IT. Never had to write one of these but people should be warned, Found out they change their company name and wonder how long before they change again. Also they are known for not having a reservation for you when you arrive. read more

I paid extra for the "Free Cancellation" option on a hotel booking near Chicago. When my flight was cancelled by the airline, I tried to get a refund. Rather than being given a one or two click path like most sites, this place had me go through a lengthy process of documentation of me, the flight, and other details - and on the final page would only offer a refund to a bank account. Easy to book and pay with credit card - but the "Free Cancellation" was not free, and it did not really allow for cancellation. Also - their fine print regarding "Eligible Reasons" for cancellation was a great example of how The Man likes to mess with us - to put it mildly read more

Charged me 3x and denied No comfirmation Rude employee wouldn't connect me to super Or give me his Id read more

DONT DO IT!!!!!! paid for a reservation. Hotel never received the confirmation. Hotel confirmed that all information I received from Super was accurate to location and date but couldn't check me in because they never received anything themself. Super will not refund my payment. read more

They didn't communicate my reservation to the hotel. It seems like a scam. I had to pay again for the hotel to give me a room. Super Travel has not granted me a refund. I arrived to the hotel after flying in at 1130PM. I wasn't able to resolve it with them by 1:30AM. I reported this event to my credit card company. They are investigating and will hopefully provide a refund. DO NOT USE THIS SERVICE!!!! read more

This is the worst travel company in the US. Do not use! Save your money, spend extra money for a reputable booking site. They will not refund your money. They took mine for a hotel in Noblesville Indiana last month and the hotel was a complete dump Baymont by Wyndham. Didn't stay there cuz it smelled so bad and stains all over the furniture. Super Travel refuses to refund over $500 for 4 night stay prepaid. Will never do that again either. read more

This company is a scam. I booked a 3 night stay at the Motel 6 in Downtown Ventura on April 3. I received an email confirmation but didn't look through it, thinking it'd be a normal reservation. Fast track to this month and I saw a charge on my card for $686.92. After not recognizing the charge amount, I filed an inquiry through my PayPal account. I looked through the SuperTravel email and saw that the original confirmation didn't even have a total price nor a price breakdown on it, anywhere. But I for sure did not book a Motel 6 for $228 a night! As soon as I filed an inquiry through PayPal, I immediately received a text from SuperTravel saying they had automatically cancelled my reservation because I did that. When I tried to talk to a SuperTravel agent about refunding my cancelled reservation, they abruptly said they couldn't help me because I had filed an inquiry and the reservation was cancelled (but where's my money that you took???). I finally had to formally file a dispute through my Chase bank. Chase just told me they're still working on the dispute and said SuperTravel has up to two months to respond. This is their scheme. They overcharge you first and they already have your money in their company account. Then they make you wait at least two months for you to get your money back, after your own bank has to chase them. DO NOT USE. read more

SCAM SITE! DO NOT USE!!! Terrible customer service, poor communication Asked to change a date (not even a refund) as I had to head out of town because I was told that my mom was hospitalized. Was told that nothing could be done Not worth saving $10 or $20. Basically donated $200 to a bunch of scammers. read more

I mistakenly made a hotel reservation while doing some research for a trip, then tried to call them immediately to get it canceled. The customer service representative said that a refund was not possible. When I kindly asked if I could speak to the manager to ask about an exception, the representative rudely told me that would be pointless and would NOT escalate the issue. This is a SCAM. read more

4/6/24 3:45pm-Arrived/Check-in -No reservation in my name @ Mokara 3:56pm-Contacted Super by phone (Joyce) Forwarded to Urgent Care 4:10pm-Email from Cathy Option 1: Cancellation Option 2: Be Relocated-Wesin Called Super-Required to confirm w/ Urgent Care when called within 30-45 minute Never received a call-Paid Valet 4:20pm-Arrived @ Westin-No reservation 4:24pm-Responded to email (Cathy) Option 2:Relocate-Westin 4:34pm-Responded to email (Joyce) Option 2:relocate-Westin 5:04pm-No reservation/no call 5:07pm-Called Super. Forwarded to Urgent Care/would recieve a call within 45 minutes No call 2 hours since initiated/unable to check-in 5:47pm-Booked room directly Never received call 4/8/24 6:04AM-Email from Super (Rey) stating that I had not responded 9:37AM & 12:23PM-Called Super-No answer 12:33PM-Called Super/advised to submit ticket (go.super.com\bookingerror) 4/10/24 Submitted request with documentation/Westin invoice 9:52AM-Email that documentation had been received. 11AM-Email requesting documentation 11:36AM-Responded to email - clarification/additional documentation. Documentation from Westin included in submitted ticket. Email blocked 11:40AM-Chat (Johna) for clarification. Chat suggested I send additional documentation on another ticket. Confirmation @ 9:52 AM (40 min) 12:22PM-Chat (Krizzia). Stated that I needed to re-submit request ticket 12:48PM-Re-submitted Request Ticket 12:48PM-Received confirmation of 2nd submittal of request (email) 2:52PM-Email that ticket was resolved 3:47PM-Email that Super working on case (Yhanie) 3:58PM-Email that Super refunding initial payment of $162.93 for booking (Yhanie) 3:59PM-Email that booking was cancelled at Mokara 4/11/24 8:49AM-Chat 9:38PM-Transferred to colleague. Asked to send invoice-Westin. Told that I would be contacted by team 4/23/24 Not contacted since April 11 10:11 AM-Chat (Jericho). Informed case was refunded/closed. Insufficient for personal expense of $395.40 Agent (Jericho) closed chat read more

BAIT & SWITCH and ZERO CUSTOMER SERVICE! In January, I booked a hotel for August. In June, I find out that the hotel was changed without my knowledge nor consent. Super Travel never informed me, and refuses to refund my monies since corresponding with them for almost a month now. Their foreign based customer service reps just ignore me. PS, Now I have to waste a day in small claims court getting my money back ... please book somewhere else! read more

SCAM! SCAM! SCAM! SCAM! Booked a hotel room thru them a week ago. "Saved" maybe 6 or 7 bucks over what other sites were charging....and THEN everything went to hell. The next thing I know, about a week later I'm getting calls from my credit card's fraud department about them making REPEATED $14.99 charges to my card. Tried to get hold of them to ask WTF was up with these, but they make it basically impossible to actually speak to someone. I finally get hold of someone thru their "chat" feature and they tell me that the $14.99 charges were MONTHLY charges for their "Super + membership", something I NEVER heard of or signed up for. NOWHERE on their site does it say ANYWHERE that booking thru them automatically signed you up for this crap or that you were authorizing additional charges. Took forever to get this all reversed, and it forced me to cancel my credit card and get a new one issued. AVOID THIS BUSINESS AT ALL COSTS!!!! read more

super.com is a complete scam!! We searched for a room for NYE 2023 in Encinitas, CA on Kayak.com. We found a great hotel, The Inn at Moonlight Beach, for a great price. So without doing my due diligence, I booked a room through super.com. Bad idea!!! Fortunately, before we left for the hotel to check-in, I called to check to see when our room would be ready. Of course, when I called them, they had no record of my reservation and said that anything booked through super.com is fraudulent and they do not honor any reservations through super. They also said they have tried many times to get their hotel removed from super.com, but they keep selling reservations to the hotel. Also, the pricing on the super website is completely wrong so they also cannot honor any bookings for such a low rate. I am in the process of trying to get a refund from super.com. We'll see how that goes. But the hotel did say that all the people who showed up with fake reservations from super.com were able to get a refund. Maybe other people have had luck with super.com, but I will never book anything with them again! read more

I will give them a zero. This is a scam. i got double booked, and they won't refund the money. I'm trying to get the address so i can report them to bbb. read more

SuperTravel scammed us. When we arrived at the hotel, the front desk person told us that our booking through SuperTravel (super.com) did not go through the system, and this problem has happened many times before with SuperTravel. As such, we had to book a room again directly through the Chateau front desk. Now they refuse to refund the money even though we provided documented proof from the hotel front desk as they requested. read more

DO NOT BOOK WITH SUPER.COM UNDER ANY CIRCUMSTANCES. We had never heard of Super.com before, but when they offered at deal at hotel we were looking at we made a reservation through them. We arrived at the hotel only to watch a drug deal happen and find the promised king suite absolutely disgusting. We informed the hotel manager and they suggested we reach out to super.com which we immediately did. The online rep stated that if the hotel agreed to a refund they would give us our money back. The hotel refund to Super.com, but when we reached out to Super.com again they said that their policy is no refunds under any circumstances. Super.com completely used us to get money back in THEIR pocket and then basically told us to go pound sand. This a predatory company out to maximize profit by any means necessary. Absolutely horrible! read more

Inflexible company lacking support and efficient assistance. Customer service unhelpful and difficult to connect with. Will not be using them in the future. Do not recommend booking with this company. read more

Definitely a scam. I reserved a light house night in Pacifica as a surprise for my husband for Father's Day. I was going to make reservations online but I thought it's better to talk to areal person, I called specifically to make sure that I'm staying at a actual light house the person that helped me told me yes it is and I specifically asked if this lighthouse offers tours she said yes! Later on I found out it is not a lighthouse it's a hotel which I didn't want and that was the reason why I called to ask and make sure. I called and I told them this is wrong reservation and I don't want to cancel if you can just find me a lighthouse stay in and change it to it their answer was NO , no refund. I'm very disappointed I wasn't able to make the surprise for my husband because they're not honest and just want to sell you reservation and they rush you to confirm over the phone which I believe it's so unprofessional, they're in different country and I believe there was miscommunication about what I need and probably she didn't know the difference between an actual light house and hotel. I paid over $500 non refundable for something I didn't need. Never contact this company again, not reliable. read more

I would like to give this review a negative star! STAY AWAY FROM SUPER TRAVEL! THEY ARE A SCAM! I accidentally booked the wrong date for a hotel, I called Super Travel within 5 minutes when I realized the wrong date was booked. I don't know how it booked the hotel for a full month from the date I actually needed it. I needed the hotel booking for the next day from when I was booking it. They were EXTREMELY unhelpful! All I wanted to do was move my reservation to the correct date. I didn't want to cancel and move away from Super Travel, I still wanted to use Super Travel for the booking. I just needed to move the reservation from the wrong date to the correct date. They still would have gotten the booking, they still would have gotten their money! They told me nothing could be done, try calling the hotel to cancel the reservation. I know that's not possible since I booked it through Super Travel and not directly through the hotel, but I called the hotel anyway to cancel it. Of course I knew the hotel was going to tell me I had to cancel it through the third part Super Travel. I disputed it with my bank and SHOCKINGLY by bank lost the claim! Super Travel prodived documentation to my bank that somehow showed it's my fault and the bank could not get my money back. So there was a reservation at the hotel that was never used and I and shit out of luck, having to pay for the room twice when I only used it once! The blessing though was that when I booked the actual date I needed, I booked it directly through the hotel and it was cheaper than going through Super Travel. Screw your policy about non-refundable! I didn't want a refund, I was still going to give you my money! All I wanted you to do was move my reservation to the correct date I needed! STAY AWAY FROM SUPER TRAVEL! SUPER TRAVEL IS A SCAM! read more

This app screwed me big time and then had zero customer service after. They allowed the hotel to change my booking and then told me after the fact when I complained and said "oh well"! They allowed the hotel to change my booking to 1 bed for myself, my boyfriend, and his 12 year old daughter! This was my first and last time using the app! This business is shady as hell! read more

Absolutely the worst refund experience I've ever went through. So we show up to the hotel and they don't have a pool as advertised. We cancel and go down the road to a different hotel. The manager said to not worry so we left and intended to work it out the next day. So SuperTravel wouldn't except a refund unless the hotel manager sent a signed email to them. The hotel manager said they never do that with third parties and didn't feel comfortable so they called them up instead and SuperTravel LITERALLY told TWO different managers that they needed the signed email to refund! Can you imagine?!! The hotel themselves calling the third party saying "refund them" and SuperTravel telling them no! Avoid this company at all costs! read more

I booked a Quality Inn hotel through Super Travel. And on the reservation, I requested a handicapped room for my wife to protect her against falling. The hotel day manager canceled my reservation saying that even though she had 2 handicapped rooms available, she could not enhance my 3rd party reservation with a handicapped room...even if I paid more. The daytime manager told me she had canceled my reservation. This gets even worse when Super Travel, holding mmy money for a canceled reservation refuses to refund the $109.71 to my credit card. They deserve the legal remedy they will face. BOOK WITH SUPER TRAVEL AT YOUR OWN RISK. they have no sense of ethics or moralaity serving as a preditory company. The customers are the prey! read more

I booked and pre-paid a one-night stay for my wife at WoodSprings Hotel East Orlando, Florida, since I had to have an overnight study at a hospital. As we began our trip, I began putting the address in my phone for GPS just to discover in bold red letters that the hotel is PERMANENTLY CLOSED. No customer service phone number could be found on the Super Travel Website. The only phone number I could Google was one that accompanied a subtitle of "passed customer". the number was 844-461-2577 which got me to a wound clinic. The only provision was to "chat" (which means lengthy texting) with a representative online. I told them that this was too time sensitive and worrisome to do by texting, so I told them I needed to talk to someone ASAP. The message said they would contact me at my stated preferred mode of talking on the phone or by email. My reply was that email would not suffice. All along we were getting closer to our destination. Finally, we got the most frustrating,unthinking representative on the phone. He kept saying he was going to reach out to the hotel and I kept reminding him that there was no hotel by that name since it was permanently closed and that there was no phone number listed. After awhile, I just let him do whatever he was going to do. He said he would get back to us in 20 minutes; I told him that wouldn't due since we were about that close to Orlando by now. He called back and said that the hotel was now Extended Stay America. When I tried to get the phone number from home, he could not even deliver the phone number properly and kept giving extra numbers. I asked him to stop starting with the 1+ national code and to just give me 10 numbers. He kept reading off the number confusingly, re, "14-074-31-268-25" (not the actual numbers). I finally hung up and started trying variations of the numbers he was giving us that my wife had written down. We were finally able to come firm our reservation with Extended Stay America. When I sent the above information to Super Travel after rating them a "0" out of a scale of 1-10, I said for them to not include any statement along the lines of "It takes time for systems to update when a hotel exchanges hands". I had found out that this had happened before November 2022 and that this should have been more than enough times for their systems to update. Perhaps, not surprisingly, that was the only thing they said in their response and didn't address any of the issues. When I tried to reply, they said that the matter was closed. That's funny... it wasn't closed at all from my end. In short: 1. We got booked at a hotel, for all we knew, that was permanently closed. 2. They have no customer service phone number listed on their website. The only number found in a Google search was incorrect. 3. We were greatly distressed and frustrated knowing that we had a pre-paid reservation to a hotel that was permanently closed. We feared that we were being scammed/defrauded. 4. The customer service rep was painfully inept, initially supporting our fear that we were being conned. He either could not or would not listen to us. He did not even exhibit the capacity to read off a phone number properly. 5. The SuperTravel leadership could care less about what happened to us. They said the matter was closed without even asking for a reply from their response, which was wholly unsatisfactory. We wanted to get this message out to forward anyone from doing business with SuperTravel where you run the risk of frustrating, and possibly costly, results from a company with an inadequate website that lets you reserve at a hotel that is no longer in business. This could have been prevented with a timely update. The other big problem is that they are designed to inaccessible and do not care about their customers poor experience with their process or personnel. STAY AWAY FRIM SUPER TRAVEL!! This is an experience with Super Travel we never want to suffer through again. read more

What a scam!!!!!!! I paid Snaptravel for airline tickets (advertised on Kayak) but Snaptravel wasn't able to put through the ticket purchase with the airline as intended, and offered me a refund. Snaptravel used Bookingvault.com to make the credit card transaction, and boookingvault .com was the company name that appeared on my credit card statement. Supertravel bought Snaptravel since I paid Snaptravel. And Bookingvault.com has disappeared and no longer exists. So no ticket was purchased. They have my money. And Supertravel has stated that they have no responsibility for refunding the money. read more

Just tried to check in and hotel said they are not authorized to book Hilton resorts. Now just paid again so vacation with family isnt destroyed. Hopefully I can get my money back and not in 2 weeks. read more

SCAM WESBSITE PLEASE DONT USE IT. Unfortunately i chose super.com to book my stay at the hilton in Aruba. While making the reservation. The original booking offered me a full refund if i decide to cancel before august 11. ( i booked July 7th) On July 10th i decided to cancel my reservation through super.com and get full refund as promised, i was surpirsed by getting the amount minus the refundable booking fee which was 250$. I tried to contact their customer service with no luck. They told me its non-refundable fee although its named as refundable booking fee. SCAM SCAM SCAM. Just dont use them read more