SUPER.com review: Be careful with Super.com — their prices are not real and they blame the hotel for their own mistake

Be careful with Super.com. Their prices are not real, and if their system makes a mistake, they will blame the hotel instead of taking responsibility.

My reservation number was B_21471293.

I booked a stay at The Royal Haciendas for 2 adults + 1 child (10) + 1 teenager (15). I entered the correct ages during the booking process, and Super.com offered a price based on exactly those ages. I did everything correctly.

However, when I arrived at the hotel, they told me that Super.com had sent the reservation as "2 children", not one child and one 15-year-old teenager. Because of this inaccurate information, the hotel charged me $330 USD at check-in.

The hotel provided written confirmation that this charge was triggered because Super.com sent the wrong classification.

When I contacted Super.com, they tried to justify the issue by quoting the hotel's policy that "children under 12 stay free."
But this is NOT what I booked:

I never selected a "kids stay free" promotion
I entered the correct ages: 10 and 15
Super.com offered and charged me based on those ages
Super.com incorrectly transmitted my 15-year-old as a "child under 12"

I provided them with every piece of evidence:

The hotel's written explanation

The $330 USD receipt

My reservation showing the correct ages

The hotel voucher showing Super.com sent "2 children"

Despite all this, Super.com continues to deny responsibility and keeps blaming the hotel — even though the hotel only applied what Super.com sent.

This behavior is unacceptable, and I am still waiting for a fair resolution.

If you are considering booking with Super.com, be careful: the price you see may not reflect what you will actually pay, and if something goes wrong, they will not take responsibility.

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