Get in Touch with THS

Before you submit

THS can request a refund from the hotel on your behalf for a billing error or a problem at arrival (no reservation on file, room not ready, cleanliness, etc.).

Attach proof of the charges/fees and any hotel correspondence (note staff names; photos help).

Submit within 30 days of check-out — later requests must go directly to the hotel. Reimbursement isn’t guaranteed.

When a waiver applies

Hotel cancellation terms are binding, but THS will request a waiver for genuine emergencies (hospitalization/death of an immediate family member, the athlete missing the tournament for medical reasons, a declared disaster/State of Emergency, or COVID-19 restrictions/quarantine/positive test/close-contact exposure).

To qualify: cancel by 3:00pm ET the day before arrival; submit within 7 days of check-in; attach a doctor’s note dated within 7 days of arrival and the statement showing the fee.

Proof requirements

The lower rate must be at a THS Partner Hotel — same room type and dates THS contracted, 4+ rooms, single–quad occupancy. Send the date you found it plus proof (written correspondence or a screenshot showing the hotel’s address, dates, room type, and rate).

Not eligible: prepaid/non-refundable; OTAs (Expedia, Hotels.com, Priceline, etc.); corporate; employee/friends-&-family; government/military; member-only or loyalty; memberships (AAA, AARP); or rates from a group that misrepresented itself. Applies only until the contracted cut-off (~30 days before arrival).