Truvi
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Misleading integration claim severely damaged our business
We selected Truvi based on the suite of services they appeared to offer, including damage waivers, guest screening, and OTA integrations. However, the specific reason we chose to change our property management system to Tokeet was because Truvi advertised that they integrated with Tokeet. This claim was featured prominently on their website and played a central role in our decision-making process. After switching systems, which involved terminating our prior PMS contract and fully migrating to Tokeet during our busiest season, we discovered that the integration Truvi promoted was not actually available to new clients. It only worked with their outdated legacy platform, a fact that was not disclosed on their site or during onboarding. The version we were given access to did not support this functionality, leaving us with no damage waiver solution and no simple path forward. Despite escalating the issue, Truvi failed to take accountability. They admitted the integration existed only on their older system but still did not update their marketing to reflect that. When we brought this to their attention and provided screenshots of the false advertising, their legal department responded and stood by the decision to continue displaying the integration. They justified it by saying the feature was used by existing users, even though the site is clearly designed for attracting new customers. We were offered a transition to the legacy platform, but this came with fewer features and no assurance that the experience would match what had originally been promised. Throughout our communication, Truvi avoided phone conversations and repeatedly shifted blame to us for not clarifying which features we intended to use, despite their legal responsibility to advertise honestly. This experience caused financial harm, operational disruption, and loss of trust. We have since filed complaints with both the Federal Trade Commission and the UK Advertising Standards Authority in the hope that this practice is properly reviewed. If you are considering Truvi, take extreme caution. Their public claims may not reflect what you will actually receive. It is critical to get every promise in writing and verify functionality before making any changes to your business systems.