Housing Protection
Click Here for FAQ's
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Housing Protection is through our partnership with Protect Group.
Do NOT use the word insurance — Instead use “housing protection” when referencing Protect Group.
For legal reasons, do not email or talk details about what is and isn’t covered, but know where to direct them.
What circumstances qualify for coverage?
Guest will NOT be covered if they change their mind about attending, or personal circumstances that are not covered. They will get reimbursed if the situation meets one of the specified reasons on the terms/conditions listed here: https://refundable.me/
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Is the TTS Cancellation/Admin Fee covered?
YES! Although this is not mentioned in the terms and conditions, IF they elect housing protection, Protect Group would reimburse them for both, the admin fee AND the TTS cancellation fee that TTS charges them. (So long as it is for a covered reason they are cancelling). It covers 100% of the total reservation value including the cost of the housing protection itself.
To elect housing protection:
They must do so at the time of booking; it cannot be added later. If they are questioning, they need to read the terms and conditions while on the phone as they cannot add it later!
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What if one transfers hotels?
If they transfer hotels, the coverage amount will follow them for the value of the original booked amount.
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What if one guest takes a reservation over from another?
Coverage lives with the GUEST not the reservation. Coverage is non-transferable from one guest to another.
Is there a claim refund cap?
The total booking value is the cap.
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To Cancel Housing Protection & Request a Refund:
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Customers have 14 days from the date of purchase to cancel the protection and receive a refund, given the event hasn’t taken place.
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If a guest wants to cancel the protection AND IT IS WITHIN THE 14 DAY PERIOD, please submit a REFUND REQUEST task in OMS and assign to Jordan.
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Accounting will handle:
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Issuing the refund of the housing protection fee
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Communicating the cancellation to Protect Group
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YOU, the TTS Agent will handle:
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Canceling the reservation (if applicable)
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Creating the task in OMS
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Making notes on the reservation
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Note and initial of canceling reservation (if applicable)
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Note and initial of submitting the Refund Request
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Telling the guest to expect a refund in about 5-10 business days
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CLAIMS
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Guests wanting to take advantage of their Housing Protection:
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If someone calls about meeting a condition within the coverage of their housing protection, direct them to this link: https://www.refundable.me/extended/en/
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Guests will need the reservation number (aka PipeID) to submit a claim.
NOTE: Guests have 60 days from the event to submit a claim and provide the documentation.
Below is a video of a claim in real time.
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PROTECT GROUP SCENARIOS
If they DID purchase protection:
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If a guest has purchased housing protection and calls in to cancel their reservation and want to have the cancel fee refunded due to a qualifying reason you will send them to Protect Group to file a claim. https://www.refundable.me/extended/en/ ​
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If a guest calls in and says they were denied a refund of a cancel fee after submitting a claim to Protect Group, let them know that only qualifying reasons are eligible for a refund. Escalate only if necessary.
If they did NOT purchase protection:
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If guest calls in to cancel their reservation and they did NOT purchase the protection, we are NOT refunding any cancellation fees charged, UNLESS they didn’t qualify for the event or the age division for their team was eliminated. This is the point of offering the protection.
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PHONE SCRIPT
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We now offer Housing Protection for your reservation. Housing Protection protects 100% of your booking with Protect Group. You would receive a full refund of your housing transaction if you are unable to attend the event due to a covered unforeseen circumstance such as...
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accident
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injury
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adverse weather that is deemed by a government agency warning not to travel
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scheduled airline failure
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or private vehicle failure
*These are just a few examples of the terms and conditions that Protect Group has outlined.
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The cost for this is only (insert $ amount). Would you like for me to go ahead and add this coverage for you today?
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YES – Great! We will process this for you now and get you over your confirmation.
NO – Without taking this coverage today, if you cancelled for any reason after the cancellation deadline dates, you would have to pay the hotel & TTS cancellation fees we discussed even if your athlete is injured (just an example of one of the reasons for cancellation as this is the most common one we get). Would you still like to decline?
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NOTE – If customer is unsure and wants to better understand the terms and conditions, send them the link to look at terms and conditions (they will also receive this link in their email confirmation IF they elect housing protection).
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EMAIL SCRIPT FOR "TRANSFERRING" HOUSING PROTECTION TO A NEW RES
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You had purchased Housing Protection on your original reservation, Pipe ID (HOTEL NAME), in the amount of $XX which covers you for the dollar amount of that reservation. Housing Protection would not automatically transfer from one reservation to the next. However, since you purchased Housing Protection on your original reservation, you would be covered, under your name, for the event, up to the dollar amount from the original reservation. This means that if your current reservation amount is lower than your original reservation (in which you purchased Housing Protect under), you would be fully covered. If your current reservation amount is higher that your original reservation, you would be covered up to the dollar amount from the original reservation. If you need to file a claim or have additional question please use the link below.
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