Overcharged by TAW for a Hotel Reservation
We made a hotel reservation for an anniversary vacation, Tickets at Work cancelled the original reservation stating the partner would not honor the price ($1586.60). The next day we remade the reservation and it was verified, at a higher price ($1810.64), still at a discount from anything else we could find.
We arrived and had a great time for vacation, the issue arose when we got the bill from the Hotel. The Hotel charge was less than both numbers above ($1479.48).
When we finally got home a week later, I called Tickets at Work to as about a refund of the difference. The operator I talked to first said it was a difference in fees, then he said it was a difference in taxes. It took over an hour to get a ticket opened to have the issue looked at (Ticket 7027692).
I provided an actual copy of the hotel bill to Tickets at Work for the ticket. Tonight I get an e-mail that says that the ticket is closed because the hotel refused the refund.
Why should the hotel be asked to provide the refund when Tickets at Work made the overcharge of $331.15?
I have called to have the ticket reopened, but I am not hopeful at all that this will be refunded.
Reply from TicketsatWork
As a third-party booking partner, we work with trusted suppliers who hold direct agreements with hotels. In these arrangements, the hotel invoices the supplier—not the guest or us—at a confidential, contracted wholesale rate. This rate often includes additional fees or adjustments that are not itemized on the guest’s receipt, as it reflects the commercial terms between the hotel and the supplier.
In this case, I’ve reviewed the booking thoroughly, and I can confirm that the guest was charged correctly based on the agreed retail rate. The receipt the guest received appears to be the supplier’s invoice, which unfortunately was shared in error. Since it’s not intended for guest review, it may understandably cause confusion.
That said, I completely understand the guest’s concerns, and I genuinely apologize for the misunderstanding. Unfortunately, because the billing was accurate and aligned with the supplier’s contract, neither the hotel nor the supplier is able to approve a refund.
If the guest would like further clarification, the hotel can confirm that the reservation was billed through a supplier at a contracted rate and that the guest was not overcharged.