Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travelers Haven booked my rental property for a 3 month stay for one of their clients. After providing all entry information for their client they cancelled the reservation 2 days before move in. This created financial harm to my business as they had my property held for 3 months only to cancel last minute. We have requested a months rent to cure this issue to which they have denied. This business is not operating in good faith and is not abiding by their reservations.

  

  Business Response

  Date: 09/14/2023

  We at Travelers Haven greatly appreciate your feedback and the opportunity to address your concerns regarding the recent situation involving your rental property. Your satisfaction is of the utmost importance to us, and we regret any inconvenience this incident may have caused.

  First and foremost, we want to emphasize that our intention was never to cancel the reservation. We understand the financial implications and inconvenience that such cancellations can cause to our valued partners like you.

  We would like to clarify that, in this particular case, there was no formal application or contract in place. While we strive to uphold the highest standards of professionalism and reliability in our operations, there are instances beyond our control where reservations may need to be canceled. In this instance, our customer, the intended tenant, unexpectedly canceled on us. This unfortunate turn of events placed us in a no-win situation where we had to cancel the reservation with minimal notice.
  

  We sincerely apologize for any distress or financial harm this situation may have caused to your business.Our aim is to ****** positive and mutually beneficial relationships with our partners, and we are committed to addressing this matter appropriately. We value your rental property and would be delighted to work with you again in the future.

  Thank you again for bringing this to our attention, and we look forward to the possibility of working together again in the future.
  

  
  

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20534472
  
  I am rejecting this response because:

  Your clients cancellation is not the problem of the party that you setup a stay with and require their blocking of the property.   Your customer service team rightly tried to resolve this issue by providing 1 month of rental payment (for a 3 month booking) to ensure that harm was not done by your poor business practices.   (This was provided in the previous emails as they ensured us that the accounting team was just taking time to make the payment)   Then you decided to pay nothing.   This is extremely poor business practices and should ensure the BBB does not have you as an accredited partner   

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/20/2023

  Thanks for reaching out and giving us the opportunity to address your concerns regarding our decision.

  While we agree that Travelers Haven is responsible for our clients actions as the intermediary, we will never finalize a lease agreement without our clients final approval. Once our sourcing team has confirmed availability, our move-in specialist team reaches out to the landlord or leasing office to confirm pricing, unit details, fees, applications and funds required to reserve the unit. Our move-in specialist will then process the housing request in our system and follow up with our client for final approval before proceeding with the reservation process (i.e submitting applications, pet documentation, deposits required to confirm the reservation, etc.) Since our team was having trouble confirming with our client in this instance, our team delayed the reservation process until we sent a notice of the cancellation as a courtesy. Given the absence of a formal lease agreement or application, we are unable to change our decision regarding compensation.

  We want to sincerely apologize for any miscommunication regarding the reservation process or what was needed to continue the process. We will be reviewing this situation internally as we truly value your feedback and want to ensure a smooth move in process for our clients and properties.