I had booked a stay at a hotel in Anaheim, CA and had to cancel this trip and initiated a refund. I had initially been told over the phone that I would be given a full refund when I was canceling it, and that the refund would take a while to process. I was hesitant about this and called an additional time before canceling other activities on my trip and was again told that I would be in the clear and would receive a full refund. They said they would update me every 72 hours with the status of this refund. This confirmation twice over the phone of the full refund is what dictated my decision to reschedule my trip. If I were to be given no refund or a partial refund, I would have taken a different course of action and not canceled the hotel reservation.
The updates continued every 72 hours where I was told that the refund was being processed, until about two weeks after the reservation date when I got a different reply. I then was informed of a partial refund for my cancellation and that over 25% of the cost of the booking was held. I then called ticketsatwork to file a complaint and see about getting this resolved. Then, I called the hotel to try and determine what had gone wrong. The hotel informed me that ticketsatwork had never contacted them about my reservation and instead they had claimed a single night’s cost as a fee for a no show. This was very upsetting as the initial call to ticketsatwork was four business days before the first day of the reservation. In addition, the hotel expressed that if I were to have called them directly only 24 hours before the booking then they would have given a full refund. This lack of action from ticketsatwork was very upsetting, confusing, and cost us a lot of money.
Ticketsatwork eventually contacted me back over 3 weeks after the initial cancellation about the complaint. I had continually called them to check on the status of disputing the fee and claiming a full refund over the course of this. They explained that due to it being through a third party vendor, it would have taken excessive time to change this and that the fine print said otherwise. In addition, any verbal confirmation that I had initially received which supported my decision to cancel was essentially a lie. I do not recommend ticketsatwork for any bookings, and will be staying far away from their company in the future.
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