Reviews

Review Details

• Review fromLori P

  Date: 12/12/2023

  It is amazing. I called 20 minutes before the company closed (times listed on website and emails) and received a message that they already closed. Then I called back at opening time, 9:00am ET and waited on hold for an hour. Yet, every grievance on this page, your company seems to have plenty of time to answer in great detail. Maybe spend more time and attention to assist your customers so you don't have to respond to so many complaints,

  Team Travel Source

  Date: 12/13/2023

  Ms. Prol, I hate to hear that you had trouble getting a hold of someone from our Customer Experience team in a acceptable timeframe. It is the case (as you likely know as a cheer parent) that booking for the largest events of the season is in full swing. While we don't want anyone to have to deal with super-long wait times, we also do not want to rush through conversations with other guests seeking help, much like you are. We also pride ourselves on NOT outsourcing our call center, meaning all agents work at Team Travel Source together. As is the case with all other industries, schools, facilities, the holidays often present challenges like increased absences due to illness, travel plans or childcare issues. We absolutely do our best to pre-plan and beef up our team, however as I'm sure you can understand, there are things we can't always plan for. Our hours online do match our staffed hours, with the exception of a staff meeting closure once a month so that the whole team can be present together as a company for the meeting. We appreciate your feedback and wish you a happy, healthy holiday season!

• Review fromAnn M

  Date: 11/21/2023

  0 stars! Horrible Customer Service. They care more about making a dollar than helping the customer!

  Team Travel Source

  Date: 11/28/2023

  Mr. and Mrs. M****** booked a reservation through our service for a football tournament in Gatlinburg, TN. Because this event is always low on inventory (hotel rooms), there is a $50 late cancel fee for any reservations cancelled after 10/13/23. On each reservation confirmation, the fee explained openly and in clear language. The cancellation fee does serve a strong purpose, which I will elaborate on below. We are happy and thankful to work with many wonderful programs, but in scenarios like this, if the fee is imposed for others, we must keep it fair across the board. The reason we have these cancellation fees is twofold: · One benefit is to ensure that guests don’t hold multiple rooms or prime inventory that other families would be interested in booking. The cancellation fee deters individuals from holding multiple reservations or holding rooms that they will not utilize, which allows the inventory to keep circulating so that all families can be accommodated. · The second benefit is to protect our relationships with the hotel. When securing blocks at discounted rates, we contract far in advance, and we agree to sell these rooms for the property. In order to be good partners to them, we want to ensure we hold up our end of the bargain. When rooms drop off past the cancellation date, we and the hotel can potentially have issues re-selling them which in turn can dampen our relationship with the amazing properties who house our athletes and families year after year.

• Review fromJennifer W

  Date: 10/05/2023

  I haven’t even got to make a booking. I had some questions that are not listed on their page. Three time I have called and waited 30-45 minutes without speaking to a person! Then I tried the chat and was asked to wait bc chatting with other customers I was then sent a message to try again ! When I can’t speak with someone live it makes me believe something sketchy is going on!

  Team Travel Source

  Date: 10/09/2023

  Hi Jennifer, I'm so sorry you've had trouble getting through to our Guest Experience team. It is true that we have had longer than normal wait times over the past several weeks, as our larger events open for housing. If you'd like me to call you directly, I'd be more than happy to have a Customer Experience Specialist call you tomorrow during business hours. Alternatively, if you hit option 1 on our phone menu during business hours (M-F 9-6:30), you'll get through to a specialist much quicker. You are also able to text us at 502-354-9103 or email [email protected] (or a sport-specific inbox like [email protected] or [email protected]). We are here and ready to help!

• Review fromJason Kron

  Date: 04/05/2023

  I brought a concern about my room to the attention of this company and asked for help. Twice, I was told that room selection was my fault and they couldn’t help. Horrible customer service and no desire to address concerns. Focus was completely on assessing fault to me. The responses - and I’m sure it was a script - were weak. They act as your agent and make money off us, but then disavow any responsibility or accountability. Hopefully someone will read and avoid,

  Team Travel Source

  Date: 04/06/2023

  This customer did reach out to our team with dissatisfaction with the hotel choice he made on our site for a tournament (the NYLO Hotel Plano TX). The consumer advised they were dissatisfied with the overall aesthetic and layout of the room they selected, which is not grounds for a refund as the guest was requesting. When booking, the guest was presented with over 30 hotel choices that could accommodate a wide variety of traveling preferences and room types. Team Travel Source extended the offer to assist and research any concerns related to any cleanliness, health, or safety – but the consumer refused that assistance and dismissed it as a “scripted” response (which none of our responses to this consumer were scripted). We still are extending the courtesy of researching and assisting with any critical concerns this guest has about their hotel experience. Cory Konzen Director of Customer Analytics Team Travel Source

  Jason Kron

  Date: 04/08/2023

  The issue is customer service and the company offered none. They scripted responses that pushed blame on customer. They are not accredited with BBB and according to the Secretary of State, not authorized to do business in KY. This was an all cured with a phone call but company had other scripted plans. Others should steer clear!

• Review fromTiffany E.

  Date: 06/18/2022

  Booked a hotel for our sons hockey tournament, received confirmation. Over a week late and week prior to our departure was told the hotel was over booked and that another hotel was available 2 miles away from our intended destination. The hotel we have stayed at the past 3 years for this tournament is a 2 min walk. If that! We now have the unforeseen expense of a car rental which was not budgeted for our vacation especially with gas prices. The reason of staying where we have stayed. Asked for a discounted rate for the inconvenience and stress. Asked for management on MULTIPLE occasions and never received any response. Completely unprofessional and bogus company. By no means did they attempt to right their wrongs. ABSOLUTELY terrible customer service. Never again and will make sure to alert other sports manager and families

  Team Travel Source

  Date: 06/20/2022

  Hi Tiffany! Thank you for your feedback, we appreciate you sharing your recent experience. We are trying to locate your reservation and were not finding any under your email address provided here. If you could please email us at [email protected], we would love to be able to research this and assist you further. Thank you again for your assistance! -Cory Konzen, Team Travel Source