Effective Date: November 2025
Applies to: All Tentunit users: Tenants, Sublessors, and Landlords
1. Purpose & Scope
This Policy defines what qualifies as a Reservation Issue, how tenants report it, how Tentunit reviews it, and the remedies available. It applies to bookings paid through Tentunit and is designed to protect marketplace integrity while complying with consumer-protection laws in the U.S., EEA, and UK.
2. Definition of a Reservation Issue
A Reservation Issue refers to any significant problem that prevents or materially hinders a tenant from taking possession of or reasonably using the listed property as described at the time of booking.
Reservation Issues include, but are not limited to:
| Category | Examples of Covered Situations |
| Access & Availability | Property not available at check-in; keys not provided; landlord unreachable; double-booked listing. |
| Habitability & Safety | Unsanitary, unsafe, or structurally compromised conditions; broken locks; missing smoke detectors; utilities unavailable. |
| Material Misrepresentation | Listing materially different from description or photos (e.g., wrong address, size, private vs. shared misclassified). |
| Unauthorized Occupancy | Unauthorized occupants already in residence; landlord refuses access. |
| Legal or Regulatory Restriction | Lease or sublease not legally valid; property under eviction, code enforcement, or municipal restriction. |
3. Tenant Eligibility Requirements
To qualify for Tentunit’s review under this policy, tenants must:
- Have booked and paid through Tentunit.
- Report the issue within 24 hours of check-in or discovery.
- Provide clear documentation (photos, videos, written correspondence).
- Have not violated the Terms of Service or house rules themselves.
4. How to Report a Reservation Issue
A report can be filed via:
- The in-app “Report an Issue” button on your booking;
- The Help Center form under Reservation Issues; or
- Email to [email protected] with subject line “Reservation Issue – [Booking ID]”.
Required details:
- Booking reference number
- Description of the issue
- Supporting photos/videos
- Attempts made to contact the landlord
- Any health/safety concerns (if applicable)
5. Tentunit Review Process
| Stage | Action | Timeline |
| Acknowledgment | Automatic confirmation and case number issued | Immediate |
| Evidence Review | Verification of documentation and contact with landlord | 24 – 48 hours |
| Investigation | Cross-check listing records, photos, prior complaints | 2 – 5 business days |
| Resolution & Action | Determination of refund, relocation, or dismissal | Within 7 business days |
Tentunit may temporarily withhold payouts to the landlord during investigation.
6. Remedies and Resolutions
If the report is validated, Tentunit may provide one or more of the following remedies:
- Full Refund – if the tenant never occupied or could not stay due to access, safety, or legality issues.
- Partial Refund – for documented inconveniences (e.g., unavailable room, missing amenities).
- Relocation Assistance – Tentunit may help the tenant locate alternative accommodation within the platform.
- Listing Removal or Suspension – for repeated or severe violations by the landlord.
- Trust Flagging & Compliance Referral – if the issue reflects material misrepresentation or non-compliance.
All refunds are processed under the Cancellation & Refund Policy and paid through Tentunit Inc.
7. Exclusions
This policy does not apply when:
- The tenant cancels for personal reasons (illness, travel change).
- The issue results from circumstances beyond control (e.g., natural disaster covered under Force Majeure).
- The issue is minor, aesthetic, or consistent with normal wear and tear.
- The tenant failed to provide required evidence or timely report.
8. Landlord Responsibilities
Landlords must:
- Maintain accurate listing details, updated photos, and legal eligibility to lease.
- Respond promptly to tenant communications during move-in.
- Comply with Tentunit verification, safety, and Fair Housing requirements.
- Cooperate with Tentunit’s review team and provide corrective documentation when requested.
Failure to comply may trigger actions under the Material Non-Compliance Policy or Account Termination Clause of the Terms of Service.
9. Data Handling
All reservation-issue data, including images, statements, and booking identifiers, is handled in accordance with the Tentunit Privacy Policy and Data Protection Policy (GDPR / UK DPA).
Records are retained for up to 5 years for compliance and audit purposes.
10. False or Malicious Reporting
Submitting false, exaggerated, or retaliatory claims is a material breach of Tentunit’s Terms of Service.
Such behavior may lead to:
- Account suspension or permanent removal;
- Loss of booking privileges;
- Legal or financial responsibility for costs incurred during the investigation.
11. Regional Notes
- EEA & UK: Claims reviewed consistent with EU consumer-rights directives and the UK Consumer Rights Act.
- United States: Refunds and remedies align with state landlord-tenant and Fair Housing laws.
- Other Regions: Tentunit applies the stricter standard where laws overlap.