TicketsatWork review: Hotel reservation

I am requesting a credit in the amount of $253.11 from Tickets At Work because I was misinformed on their confirmation email regarding my ability to cancel a reservation.

On Wednesday July 10, 2024 I booked a room at Caesar’s Palace in Atlantic City, NJ for July 15-17, 2024 in the amount of $253.11…A few days later, on Friday July 12, out of curiosity I looked to see if there were any similar, cheaper rooms available…I found a similar room at the same hotel for $35 less…Before booking the “new” room I went back to see what the cancellation policy for the previously reserved room was (I was unable to attach the email I received from Tickets At Work as it is a .PDF file)…On the email under “Cancellation Policy” it states:

“Cancellations made after 13 July 2024 12:00 AM are subject to a 1 night penalty plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the property of up to 100% of the booking value.”

So, with that understanding, I was of the belief that if I cancelled the first reservation before 12am on Saturday, July 13 that I would receive a refund.

--I called Tickets At Work on Friday, July 12 at 644pm and waited in their call queue for about an hour as I was determined to make sure the reservation was cancelled within the noted time frame…I spoke with Leslie, and she advised me that I would receive an email within 72 hours to confirm my request (I have attached the screenshot showing the time & date details of my phone call)...The total phone call time was 1hr 20mins.

--After not hearing back for 10 days I reached out again to Tickets At Work on Monday, July 22 at 948am and spoke to Herbert… He advised requests have been sent to the "hotel provider" but they have yet to hear back...I asked if I could speak with a supervisor and he advised nobody was available but they could call back in 1-3 hours...Herbert also added that he has sent another request to the "hotel provider" to request a reply.

--Three days later, on Thursday, July 25 at 1058am I received a call from supervisor Alma...She advised that she needs more time to process the request with the service provider and it may be up to another 72 hours.

--Finally, on Sunday, August 4 I received an email from Tickets At Work denying my refund request.

I can say with 100% certainty that if I was aware that I had made a non-refundable reservation with no cancellation rights that I would not have booked another room. In going back and reading the email I can see in the details at the top that it states “Non-Refundable”, but on the same email it also provides a cancellation policy which I followed based upon the information provided to me by Tickets At Work.

I would like to have Tickets At Work admit culpability for providing this misinformation and allowing the amount of $253.11 to be refunded.

If I am unsuccessful in my appeal to Tickets At Work then my next step will be Small Claims court and they can incur the expense of sending a lawyer or representative to NY and we'll take it to a judge.

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