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:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My daughter cheers and we attended a cheer competition December 7-8, 2024 in Baltimore, MD that required that we purchase overnight reservations through Team Travel Source. On September 4, 2024 I reserved a room through TTS for the **** ******* ***** ********* ******* ********** *** ****** for two nights (12/6 & 12/7). We were allowed to make modifications through TTS up until 72 hours prior to the stay with no penalty. On November 14, 2024, I modified the reservation to remove the Friday night (12/6) and received confirmation from TTS. Upon arrival at the **** ******* on December 8, I was told my reservation had been cancelled and I was charged the two nights stay due to not showing up on Friday. I immediately called TTS and they again confirmed the reservation request was received on time and should have been put through. From that conversation I was able to get a room and able to get the appropriate discounted rate for Saturday; however, they were not able to reimburse me for the Friday night ($136.74) due to the hotel not having the right person currently working. TTS indicated they would follow-up. I sent an email to TTS on 12/9/24 where they indicated they were still working with the hotel and they would follow up ASAP. I sent another email on 12/15/24 and they indicated they were still waiting on the hotel. I sent an email 1/9/25 and received a response indicating it had been escalated to the account manager. Another email was sent on 1/28/24 and they indicated they thought it had been resolved and that a credit should have been issued. I emailed back immediately the same day indicating that no credit had been given and we confirmed the last four of the card number. On 2/5/25 I sent another email again confirming that a credit had not been given. This time I received no response. I sent one more email on 2/17/25 with again no response. It is now 3/17/25 and I still haven't received the credit and also have not heard back from TTS.

  Business Response

  Date: 03/21/2025

  Hello ********

  I am so sorry this issue still has not been resolved. I've gotten all the details from those who you've emailed with at TTS and am reaching out today to get the hotel to issue the refund. Regarding the complaint, please note that the complaint is with the hotel property (**** ******* Plus Hotel & Conference Center), not Team Travel Source. I'll be in touch via email as soon as I have an update. I appreciate your patience! - **** * *** 

  Customer Answer

  Date: 03/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. I'm not sure why it took almost four months to complete what they were able to do in less than five days of receipt of the complaint, but I have received my credit and am satisfied with the response.
  
  Sincerely,
  
  ******* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The company advertises to help athlete families find the best prices for hotel rooms. You put down a small deposit, as you do with most hotels and pay the remaining balance when you arrive. On their confirmation email they show the total, the deposit paid, and the remaining balance. On the confirmation email there is a section that states that also states the hotels are completely refundable up to 72 hours before the check in without penalty. We are no longer going to two of the tournaments so I canceled the rooms at both locations. I was not refunded the deposit that I put. When I called to ask why I wasn't refunded the deposit when it states the rooms are refundable without penalty I was told that the money I paid was a "fee" and that there is a link on the conformation email that you can go to to review their policy. It is not presented on the email as a fee and the section that says the rooms are refundable without penalty is completely misleading. They refused to help me further.

  Business Response

  Date: 03/14/2025

  Hi there, while the hotel does have a 72-hour cancel policy, this is not related to the TTS deposit ****** is referring to from her two cancelled reservations. This non-refundable deposit was paid at the time of booking for all reservations through our booking management system for these events, and is communicated clearly on the booking page before any payment is processed. A fee such as this is not uncommon across many other online booking or ticket systems, such as ************ or **********.

  In order to be consistent with every guest who has booked for these events, we cannot refund the charge for some but not others. Thank you for understanding that we must keep it fair for everyone in this case. I’m also happy to speak with ****** to further explain if needed!

  Thank you,

  **** ******

  Customer Answer

  Date: 03/15/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/17/2025

  It is completely untrue that it is clearly stated before you process. The first thing you see if the hotels cancelation and refund policy, which most would assume is the policy they will be receiving. It is not until you scroll to the bottom that you see that this company will not refund you no matter what. When you go to the final billing page the money you are paying is referenced as a deposit and it subtracted from the hotel room total. This would make people assume the money is being applied towards the room total and not a separate charge for the company that is not refundable. 

  Business Response

  Date: 03/21/2025

  I acknowledge that the language during the booking process was not clear to you, and we truly appreciate your feedback on the booking site's process and language. We want all communication to be clear and transparent during and after the booking process. In some cases where there is confusion, or something out of the guests' control has happened, we can absolutely make an exception. I've submitted a refund request to our Accounting department, and you should see that $145 credit in your account within a few business days. Please feel free to reach out to me directly (info on our website) for any other questions! Thank you, ******! 

  Customer Answer

  Date: 03/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We are required to use this company to book hotel rooms for cheer competitions. Their website promises a "Lowest Rate Guarantee". It states, "In the event that you are able to find a lower rate than what Team Travel Source has offered, TTS does offer a Lowest Rate Guarantee. This must be an identical comparison. If you find a room of the same type, on the same dates, with the same included amenities and the same payment and cancellation terms, report it using the form below." I found a significantly lower rate that was identical in all things and submitted the form. Rather than honor the lowest rate guarantee, and adjusting my rate, they ask the hotel to either raise their published rate or lower the contracted rate with TTS. Of course the hotel chose to raise their rates. This is false advertising to say you guarantee the lowest rate but then instead of giving the customer the lower rate you get the hotel to raise their rates.

  Business Response

  Date: 01/15/2025

  Hi ******

  Thank you for taking the time to express your concern with the Lowest Rate Guarantee - I want you to know that we take all customer complaints very seriously. In every single hotel contract, we do include a "Best Rate Guarantee" that requires hotels to offer our groups the best rate available to any other group during the same timeframe, terms, etc. If we find a hotel is in breach of this (or are informed by a guest), the hotel is required to fix it immediately. In this case, the hotel chose to raise their rate in ensure the TTS rate was lower. We do not directly ask hotels to raise rates, but of course, we cannot influence what individual hotels choose to do to remain in compliance with the contract terms. I'm going to reach out to you via email as well, and I look forward to further discussing (and resolving) the issue together! 

  **** ******

  TTS

  Customer Answer

  Date: 01/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I still feel that them stating they have a Lowest Rate Guarantee is very misleading when that is not at all what they provide. They use the consumer to find a lower rate and then allow the hotel to raise their rates to be higher than what TTS charges.
  
  Sincerely,
  
  **

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  this company is automatically used in order to rent a hotel, for an out of town soccer tournament. parents have to reserve from/through this company/site. no other choices or options are given. the soccer organization canceled thea tournament. parents should not be responsible for the $3.99 non-refunable fee, when parents did not cancel on the hotel, and have no decision making in the cancellation of the tournament.

  Business Response

  Date: 01/02/2025

  It is true that this non-refundable reservation fee is paid at the time of booking for all reservations through our booking management system and is communicated clearly on the booking page before any payment is processed. A fee such as this is not uncommon across many other online booking or ticket systems, such as Ticketmaster or EventBrite, and is necessary to cover the cost of each reservation booked through Team Travel Source’s booking system, EventPipe. 
  
  In order to be consistent with every guest who has booked this season, we cannot refund the charge for some but not others, so our Guest Experience Team is not authorized to approve a refund of the fee. In some cases where there is confusion, or something out of the guests' control has happened, we can absolutely make an exception. I've submitted a refund request to our Accounting department, and you should see that credit in your account within a few business days. Please feel free to reach out to me directly (info on our website) for any other booking assistance. Perusing the booking sites can be overwhelming, but we have a full team ready to help you find what will work best for you, even contracting new or different hotels if needed. I'd be happy to help on your next event! 

  Thank you,

  **** ******* ***

  Customer Answer

  Date: 01/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  

  Out of the guests control, exceptions accepted.  
  

  Thanks,

   ******* ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I reserved a room and was charged a $70 down payment on October 2, 2024. Plans changed and I cancelled the reservation in less then 24 hours later. i was only supposed to be charged upon cancellation an $8.00 reservation fee and a $12 cancel convenience fee. Upon getting in touch with the merchant, they said that I'm not getting a refund back and there isn't an explanation to why the $50 isn't being refunded. No where upon reserving the room does it state that the $70 is non refundable. only thing stated is the fees above.

  Business Response

  Date: 10/18/2024

  I've reached out to the customer via email after not being able to find a reservation under the email or phone number provided in this complaint. We can absolutely make an exception in some cases when a room was booked and cancelled within 24 hours, I just need more info to look into the actual reservation and issue a refund. Thanks! 

  Customer Answer

  Date: 10/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
   **** ********* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/23/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  My name is ***** ******* an attorney in Texas and a parent of two children involved in competitive sports that enforce stay-to-play rules. I am writing to express concerns regarding what appears to be antitrust violations related to these practices, particularly by Team Travel Source, a prominent stay-to-play travel agency. Stay-to-play ostensibly aims to negotiate group hotel rates to ensure fair pricing across different economic backgrounds. However, in practice, it restricts consumer choice and may constitute predatory consumer behavior. Team Travel Source imposes stringent exemption policies, denying participants even the option to stay with family in the area at no cost. This undermines the purported goal of reducing travel costs for sports participants. Moreover, these agencies enforce booking windows based on the registration sequence of sports organizations, disadvantaging consumers who could otherwise secure better rates by booking independently in advance. I urge your department to investigate these policies which limit consumer freedom and potentially foster a price-fixing environment. By monopolizing blocks of hotel rooms, these practices could restrict fair competition and access to accommodations for various competitions. Thank you for your attention to this matter.

  Business Response

  Date: 10/09/2024

  Hello there, 

  Apologies for the delay here, as I was under the impression **** ******** complaint was retracted after a resolution was reached via email with our team. As referenced by the attached email thread, an exemption was indeed granted for **** ******** daughter for their cheer competition. If **** ****** has any further questions, I'm more than happy to chat with her, however she has been unresponsive to me to this point.

  Thank you,

  **** ******

  Customer Answer

  Date: 10/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:02/19/2024

  Type:Product 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.

  I made reservations at *** ******* ***** in Fort Worth for a gymnastics meet through Team Travel Source as the site for the host hotels for the meet. There was subsequently a gas explosion at the hotel, making it uninhabitable. I then cancelled the ******* reservations (as Team Travel Source (TTS) didn’t cancel) and made reservations at another host hotel through TTS. I found out that TTS was charging me two $9.99 fees for the first reservation even though it’s the hotel who can’t accommodate our stay. When I requested a refund, they mentioned I was also charged two $6.99 cancellation fees, which is also ridiculous because the only reason I cancelled was because the hotel was not habitable or open to guests. I needed to book a room before the other hotels ran out of rooms. I expect a refund of all four fees plus any interest that was charged for those fees. It’s unacceptable that I even have to file a complaint for these refunds. If a hotel can’t fulfill their end of the agreement, the customer should not be forced to pay these fees. Please note I am fine paying the $9.99 booking fee for the hotel I’m actually staying at and for which I was also charged. Reservation: **********

  Business Response

  Date: 02/26/2024

  Hi ********

  Thanks for taking the time to share your experience and feedback, and I acknowledge dealing with these cancels and fees has taken up an unnecessary amount of your time. I'd love to take a closer look at your reservations and see if there is anything we can do to resolve. I'd love a chance to speak with you tomorrow (or anytime this week) if that is ok? My direct line is ************ and my email is ************************** Please let me know the best time to chat and I'll give you a call! 

  Looking forward to hearing back and finding a resolution together! 

  Thank you,

  ***** TTS

  Customer Answer

  Date: 02/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is not a resolution. I’ve gone back and forth with their “supervisor” ****** and have to receive refunds or any satisfactory explanation as to why the refunds won’t be issued when the hotel is the reason we couldn’t stay. If this company doesn’t plan to resolve this matter, I have no problem sharing my concerns on social media, with the AG, etc.

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

  Business Response

  Date: 02/28/2024

  Hi ********* In my previous response, I was requesting a conversation with you so that I can gather all the info needed in order to facilitate a refund or other resolution. I will try the number on your reservations now! If email is easier for you, my email is **************************

  Thank you,

  ****

  Customer Answer

  Date: 03/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I’m not sure what else you need but here it goes:

  I made 2 reservations in order to stay more than one night due to the hotel’s availability. Prior to the stay, there was a gas explosion at the hotel that rendered the hotel uninhabitable. (While on our trip, we saw the hotel boarded up.) I reached out to TTS and was basically told I would need to make another reservation. I cancelled the reservations with the hotel and made a reservation with another hotel using TTS. (Due to that hotel’s an availability for multiple nights, only one reservation was needed.) I then asked to be refunded the 2 $9.99 fees for the cancelled hotel as it was the hotel’s fault I could stay. TTS indicated I was also being charged $6.99 cancellation fees, which I also requested to be refunded since I had no choice but to cancel the reservations. An individual who identified themselves as a TTS supervisor said they could not refund all the fees but could not explain why. 
  

  The cancelled reservations are ********** *** *********** 
  

  Please refund these fees as I’m beyond frustrated with the time I’m spending on this situation.

  
  Sincerely,
  
  Courtney Murphy

  Business Response

  Date: 03/07/2024

  Hi ********* thanks for your patience while we investigated further for you, and apologies for any confusion up until this point. There is no $6.99 cancel charge associated with your reservations (or anyone’s, for that matter). I think the explanation of the $9.99 fee breakdown may have been where that came from (see below):
  
  Other Fees & Taxes
  A non-refundable per reservation fee of $3.99 is required at the time of booking. This amount will appear on your credit card statement under Team Travel Source (TTS).
  Room rates are subject to state and local taxes. Tax rates are subject to change at hotels discretion without notice. Estimated tax is included in the total above.
  
  Cancel Convenience
  Team Travel Source’s Cancel Convenience is a mandatory, non-refundable fee for this event hotel. The $6 fee is automatically charged per reservation at the time of booking. All reservations equipped with TTS Cancel Convenience are eligible for free cancellation up until the hotel cancel policy. In lieu of implementing typical TTS cancellation fees, TTS hopes to provide extra comfort and flexibility to guests planning their event season travel! Please note that Housing Protection is a separate, optional coverage that is offered in addition to TTS Cancel Convenience.
  
  I’ve confirmed that both $9.99 booking fees for your two ******* reservations were indeed refunded to the original payment method on 2/28/2024 - can you please confirm you see these credits on your account between 2/28 and 3/1? There are no other charges from us other than your one confirmed reservation’s booking fees :)
  
  Please let me know if there are any further questions we can answer for you –and feel free email me at [email protected] directly for future assistance! 
  

  Thanks,
  **** ******
  TTS
  

  
  

• Initial Complaint

  Date:01/29/2024

  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.

  This company requires athletes to purchase rooms through them to be able to participate in cheerleading tournaments and it takes months to get a room as well as sometimes you still can’t get a room. They have pigeon holed gyms so that you cannot participate without going through them and they do an ABSOLUTE horrible job! But they’ve made it where there aren’t any other options.

  Business Response

  Date: 01/29/2024

  
  
  

  Thanks for reaching out to Team Travel Source!

   

  PLEASE READ:

  If your check in date is this weekend, TTS has sent all reservations to your hotel. You MUST call the hotel’s front desk or hotel’s group sales office directly to make any changes.

   

  We have received your message, and we will reply as soon as possible! PLEASE BE ADVISED, OUR RESPONSE MAY BE DELAYED DUE TO HIGH EMAIL VOLUME.

   

  Our amazing Customer Experience Team can be reached via email, text or calling at

   

  Please see below for helpful resources:

  -       If your check-in date is this week, please contact the hotel directly to make any changes.

  -       To view or modify future reservations or team blocks,  

   

  Thank you for your email – we look forward to assisting you!