FAQs
Modifying or Cancelling a Reservation
How can I modify or cancel my reservation?
You can modify or cancel your reservation online. Just click “Modify Reservation” at the bottom of your Event Pipe confirmation email or click HERE.
If you need additional assistance:
Text our Guest Experience line at 502-354-9103
Call our Guest Experience line at 502-354-9103, Option 3
Email info@teamtravelsource.com
Access our Live Chat feature at www.teamtravelsource.com
Note: Our Guest Experience hours are 9 AM – 6:30 PM EST.
Why doesn’t the hotel have a record of my reservation when I call them directly?
The hotel will not have access to view or manage your reservation until your pre-arrival email is sent (roughly a week prior to your event date). Your pre-arrival will include the assigned hotel confirmation number associated with your reservation.
Why is my reservation not showing in my hotel rewards app?
Your booking will not populate in your rewards app until roughly one week prior to check in. Please be sure to include any applicable hotel rewards numbers when creating your reservation.
Can I use other discounts or hotel rewards points for bookings made with Team Travel Source?
You cannot apply further discounts when booking through Team Travel Source. The rates shown are already discounted, and in most cases, are equipped with a Lowest Rate Guarantee*. Hotel rewards points are unable to be applied to bookings made through Team Travel Source.
I saw a cheaper rate online. Do you price match?
Please view THIS link to learn more about our Lowest Rate Guarantee.
Can I transfer my reservation to another person?
It is possible to transfer reservations between guests. The guest information would need to be updated online HERE or with a Customer Experience Representative. If you opt to update guest information over the phone with a representative, the original guest must first authorize the transfer.
Can I pre-pay for my reservation?
In most cases, Team Travel Source cannot collect pre-payment for reservations.
How do I modify or cancel my reservation?
You can modify or cancel your reservation online, any time, day, or night. Just click “Modify Reservation” at the bottom of your Event Pipe confirmation email or click HERE.
Can I move my reservation from one hotel to another?
Moving hotel properties will require the cancellation of your existing reservation and rebooking of your preferred property. In these cases, please be mindful of any existing cancellation policies and booking fees.
The hotel has a minimum night requirement. Can I combine bed types, or book split nights to meet this requirement?
The room nights must be consecutive and of the same bed type to satisfy any applicable minimum night stay requirement.
Can I upgrade my booking to a Suite?
To inquire about Suite availability and pricing, please contact us via email at info@teamtravelsource.com. Be sure to include your existing reservation pipe ID and the specific Suite type you desire as listed on the property’s main website. In most cases, you must have an existing reservation before we can request a Suite upgrade. These requests typically take 2-5 business days to process.
If you need additional assistance, please text or call our Customer Experience line at 502-354-9103
or you can email info@teamtravelsource.com. You can also access our Live Chat feature at www.teamtravelsource.com.
Room Blocks
How do I create a block of rooms?
Each event will have its own link for creating a group block, please visit the event (tournament, competition, game) page. There should be a hotel link that will give you all housing information including the website to create a block of rooms!
Click Here for a step-by-step guide on how to create a group block.
If you need additional assistance, please text or call
Team Experience line at 502-354-9103, Option 1
or you can email info@teamtravelsource.com.
Cheer, Dance or Gymnastics – cheerdancegym@teamtravelsource.com
Volleyball – volleyball@teamtravelsource.com
Ice Hockey – hockey@teamtravelsource.com
Soccer – soccer@teamtravelsource.com
All others – sports@teamtravelsource.com
Our Guest Experience hours are 9:00 AM – 5:30 PM EST. You can also access our Live Chat feature at www.teamtravelsource.com.
Housing Protection
What is Housing Protection?
When you purchase Housing Protection, you upgrade your booking and are eligible to receive a 100% refund if you cannot attend and can evidence one of the many reasons covered in the Terms and Conditions. The Housing Protection election is completely optional, and not pre-selected. Feel free to view THIS link for a general overview of Housing Protection.
What does Housing Protection cover?
Please view THIS link for a list of circumstances covered under your Housing Protection plan. Please note: Housing Protection does NOT cover event cancellations or team drops.
Is my booking non-refundable if I opt out of Housing Protection?
By opting out of the Housing Protection election, you agree to the standard cancellation policies listed for your reservation. Please refer to the terms and conditions in Step 5 of the booking process for cancellation policy details.
I accidentally selected the Housing Protection option, or I changed my mind. Can I remove Housing Protection and have the cost refunded?
There is a 14-day grace period from the date of purchase to request the removal and refund of your Housing Protection election. You must request this with one of our Customer Experience Representatives via email, chat, text, or phone call. Once the 14-day grace period has passed, your Housing Protection plan is considered immutable.
Can I transfer my Housing Protection to a new/different reservation?
Housing Protection can be transferred between reservations. You can request to do so by contacting a Customer Experience Specialist through email, text, phone, or chat..
Can Housing Protection be added to a pre-existing reservation?
You are only able to purchase Housing Protection at the time of booking
How are Housing Protection prices determined?
The cost of Housing Protection is dynamic and varies based on demand, market conditions, location, value of the booking, and other external factors..
Waitlist
How do I join the waitlist?
If the hotel you’re requesting is sold out on the dates you need, you may be given the option to join the waitlist. If availability states Join Waitlist, you will be able to join the waitlist. You’ll complete the booking process like normal, including payment method. If the nights say Sold Out, you are unable to join the waitlist.
One or more of the nights on my reservation are waitlisted. What does this mean?
If you see a “waitlisted” night on your reservation, that room night was not available for immediate booking when your reservation was created; however, it may become available in the future!
Is it free to join the waitlist?
You will not be charged when joining a waitlist. Any applicable fees will be charged to the credit card on file upon reservation confirmation. Please ensure your payment method is up to date, as we cannot hold inventory in the event of a failed payment. Any reservation with a failed payment is subject to immediate cancellation.
Why is my preferred hotel indicating “sold out” instead of “join waitlist” on the booking site?
To manage expectations of waitlist fulfillment, the number of waitlisted reservations accepted at a particular hotel may be capped. The waitlist may also be closed at our discretion when inventory projections do not reflect a strong likelihood of confirmation. Waitlists close roughly 3 weeks prior to your event date.
Is my room guaranteed when I join a waitlist?
Although we do our best to confirm all reservations, waitlisted nights are not guaranteed.
How soon will my waitlisted reservation be processed?
We process waitlisted reservations in the order they were made, considering bed type and dates of stay. The proximity of the event date might influence waitlist processing priority. You will be notified of waitlist confirmation or denial NO LATER than about 3 weeks before your event.
Where am I on the waitlist?
We do not have access to view or disclose your “place” on the waitlist. You will be notified via email with any waitlist updates as they become available.
How will I be notified if/when I get a room?
You will be notified via email once the waitlist has been processed. Be sure to monitor your email frequently, as waitlist communication may include time sensitive information or action items.
Why am I being put on a waitlist if the hotel still has rooms available through their website directly?
Team Travel Source only has access to book a limited number of rooms through the official event booking website. We require hotel approval for any additional inventory extending beyond what was originally available on our bookings site.
When will my waitlisted reservation be confirmed?
You will be confirmed off the waitlist in the order you joined. We cannot confirm an exact time as to when the waitlist may be fulfilled. However, rest assured, we are working diligently with the hotel to secure your waitlisted request. Approximately 20 days prior to arrival, we will notify you if your waitlist isn’t going to be able to be confirmed. If you have any confirmed nights, you will have the option to keep those confirmed nights, removing the waitlisted nights. If payment is declined, all nights will be cancelled.
If your waitlisted reservation is confirmed, don’t forget to cancel any other existing TTS reservations if they are no longer needed!
Booking Fees
What is a Booking Service fee?
This fee is non-refundable and helps us keep things running! It covers the cost of
providing our booking platform and supports our amazing Customer Service team—
so we can be here for you whenever you need us.
What is a Housing Service fee?
This fee helps support various aspects of the overall event ensuring a seamless
housing experience – both on and off the playing field!
What is the Team Travel Source (TTS) Cancellation Fee?
Team Travel Source may have a non-refundable cancellation fee (amount subject to change by event) for any reservation that is cancelled after a specified date. This fee helps to ensure the validity of each reservation. Team Travel Source strives to provide the best available options to all attendees and to ultimately secure as many people as possible in the hotel of their choice. This fee is only charged when a confirmed reservation is canceled after the specified cancellation date. This date is specific to each event and is stated in your confirmation email. The TTS Cancellation fee is separate from and in addition to the individual hotel cancellation policy.
What is Team Travel Source’s Cancel Convenience?
Team Travel Source’s Cancel Convenience is a mandatory, non-refundable fee. The fee is automatically charged per reservation at the time of booking. Most reservations equipped with TTS Cancel Convenience are eligible for free cancellation up until 72 hours prior to arrival, unless otherwise noted. In waiving these cancellation fees, TTS hopes to provide extra comfort and flexibility to guests planning their event season travel! Please note that Housing Protection is a separate, optional coverage that is offered in addition to TTS Cancel Convenience.
Why are some hotels with Cancel Convenience not eligible for free cancellation up until 72 hours prior to arrival?
Our host hotels and prime properties for certain events may not be eligible for Cancel Convenience as these properties can have extended cancellations or deposits to reserve the rooms. These policies help to ensure no one person or program holds rooms that they will not utilize at properties where many guests are trying to book. It assists in making sure every person and every program has a fair shot at the most coveted inventory.
Where can I find the details of the cancellation policies?
You will find the policies under the Hotel Policies when looking to book your room, under the Reservation Policies when confirming your booking or if you booked a reservation, this is accessible from your Confirmation Email or through the Manage Booking portal. Please keep in mind the hotel will have their own cancellation policy that will be charged in addition to any cancellation fees.
What is a Premier Property Fee?
Team Travel Source’s Premier Property Fee is a mandatory, non-refundable fee for this event hotel. The fee is automatically charged per reservation at the time of booking. Hotel rooms at Premier Properties are in high demand; therefore, this fee is in place to protect the inventory.
What is administrative processing?
Any changes or cancellation are filtered through Team Travel Source through the week of the event. Our customer service team is ready to go above and beyond to ensure you don’t have the hassle of handling changes, cancellations, modifications on your own! Team Travel Source monitors all event-wide cancellations, and should an event cancel for any reason, do not worry about reaching out to cancel your reservation — TTS will do all the work for you and send an email confirmation when complete!
Housing Protection
An extra protection for your reservation to ease your mind for the uncertainties leading up to the day of check-in. This can only be purchased at the time of booking. The amount varies based on how many nights, hotel and location. For more information, click here.
What does housing protection offer that TTS Cancel Convenience does not?
If a reservation is equipped with Cancel Convenience, guests will have up until 72 hours prior to arrival for ANY reason. Housing protection may cover cancellations that cover after that 72-hour period. For more information on housing protection, check out this link.
Stay to Play / Housing Requirements
What is the purpose of a Housing Requirement?
Housing requirements serve two main purposes. First, it helps event organizers secure the best possible event dates and venues. Cities measure the economic impact of events based on hotel room usage—convention centers are built to attract business, and hotel room nights are a key metric. When an event can demonstrate its value by showing that participants are staying in partner hotels, the city is more likely to support the event with favorable dates, rates, and future opportunities. This applies to both large city‑wide events and smaller regional ones.
Second, housing requirements protect customers. By consolidating bookings, housing partners can negotiate lower rates and ensure those rates remain stable, regardless of market demand. These agreements also help secure better amenities, more flexible cancellation policies, and access to high‑quality hotels near the event venue.
How does a customer benefit from attending an event where housing is required?
Housing requirements at events will…
- Allow you to collect and use your hotel loyalty points for future stays
- Ensure the event is held on the most ideal date
- Lock in the lowest hotel rates at the premier properties
- Guarantee hotel room types
- Ensure hotel terms and conditions are fair and team-friendly
I booked a room directly with the hotel. Will it count towards the Housing Requirement (Stay to Play)?
Any reservation made outside of the designated booking site will NOT satisfy the Stay to Play requirement.
Still Have Questions?
Just reach out, we are glad to assist you!
Text or Call: (502) 354-9103
By Email: info@teamtravelsource.com
Live Chat: www.teamtravelsource.com
Guest Experience Phone Hours:
Monday-Friday 9:00 AM – 6:30 PM EST
Saturday 10:00 AM – 4:00 PM EST
Chat Hours:
Monday-Friday 9:00 AM – 5:00 PM EST