Lollapalooza festivalgoers say they were charged hidden fees for Chicago hotel, fight for refund
They have spent months trying to cancel their reservation and get a refund, before a bizarre twist this week.
"They have been so excited," said Daniel Schaffer of Ohio, "and then to have this hanging over the head has just really kind of put a damper."
Schaffer said he has been fighting for a refund since April after his husband and a friend ran into some fee confusion regarding their Lollapalooza reservation. They booked a five-night stay at the Ambassador Hotel in the Gold Coast through a third-party service — an employee benefit portal called TicketsatWork.
This resulted in a $931.66 charge on their credit card, and the site said there would be "additional resort fee of $138.43 per night."
But when the festivalgoers called to confirm the additional costs would equal nearly $700, the hotel gave them new numbers — nearly $1,369.96 still "to be paid."
The festivalgoers tried to cancel through the hotel, through their credit card, TicketsatWork, and the hotel. They even hired an attorney to send a letter to the Ambassador requesting reimbursement, citing "hidden fees" and "deceptive conduct," but the response they received surprised them.
"Your client booked through some obscure website that then routed their reservation through Expedia," Schaffer read the response to the attorney's letter.
Schaffer's attorney said the letter was returned with an unsigned, handwritten message on the back, declining the reimbursement — and ending with the remark, "Kindly wipe your a** with this letter next time you need toilet paper!"
The Ambassador Hotel initially denied that the handwritten response with the "toilet paper" remark came from them, releasing a statement reading in part:
"It has come to our attention that a document circulating online is being falsely attributed to The Chicago Hotel Collection. We wish to state unequivocally that this document is not an authentic communication from our organization and is fraudulent in nature.
"The individual who shared this document did not book directly with The Chicago Hotel Collection, and therefore, we have no record or authentication of any such correspondence. This is not representative of our business operations or standards. The reservation in question was made through a third-party booking platform with which we have no contractual relationship, meaning we are not privy to any reservation details nor do we have any control over how such unaffiliated platforms display pricing or fees."
But when told the letter was mailed to their address and returned with a Chicago area postmark, they acknowledged it could have been returned by an unauthorized party:
"Yes, if the letter is authentic, it was clearly intercepted and returned by an unauthorized party.
"Regarding the refund request, the reservation was not made directly with our hotel. As such, we are unable to process a cancellation or issue a refund, since payment was made to a third-party platform with whom we do not have a contractual relationship. However, if the guest contacts the third-party site and requests a cancellation, I would be happy to authorize a full refund upon receiving a formal request from that provider."
Meanwhile, CBS News Travel Editor Peter Greenberg said that third party, TicketsatWork, is acting as an online travel agent, or OTA — or even a broker — and the lawyer's letter likely should have been directed at TicketsatWork.
"I have no problem with any third-party website, but I do the old Gorbachev-Reagan routine," said CBS News Travel Editor Peter Greenberg, "I trust, but verify."
When CBS News Chicago tried to contact TicketsatWork, the email address provided by customer service bounced back. A request for information was still unanswered 24 hours later.
"So bottom line here is the hotel has got some explaining to do, the OTA has some explaining to do, and these people should not be out a dime," said Greenberg.
Greenberg said there are laws that protect credit card purchases if a customer doesn't receive a service or if there are hidden fees. He also said this case could be eligible for small claims court.
The Ambassador's staff said they are willing to work on a refund if contacted by TicketsatWork.
As for the customer, he said they have been on the phone and exchanging emails Tuesday, and he is hopeful they are making progress.
Hashtags
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
Chicago Tribune
6 days ago
- Chicago Tribune
Lollapalooza expected to deliver big weekend for Chicago hotels, even as international travel lags
Lollapalooza fans return to Grant Park this weekend, and the wave of visitors should keep most downtown hotel rooms and many restaurants filled, a much-needed boost at a time when overseas tourists seem increasingly reluctant to visit the U.S. Chicago hotel operators say it's become one of downtown's most important events, and this year may be the biggest ever. 'The Lolla lineup determines overall success,' said Nabil Moubayed, general manager of the 792-room InterContinental at 505 N. Michigan Ave. 'This year's lineup is very strong, so we are seeing exceptional demand. It's exciting for us and the market.' The lakefront music festival started Thursday at noon and over the next four days will feature headline acts such as Tyler, The Creator, Luke Combs, Olivia Rodrigo, Korn, Twice, Sabrina Carpenter and rapper A$AP Rocky. Chicago tourism officials have estimated past Lollapaloozas attracted roughly 100,000 people each day. 'We're booked up this week, all the way through,' said Will Rademacher, general manager of The Talbott, a 178-room, Gold Coast hotel at 20 E. Delaware Place. 'Our hotel is a little bit quieter than others downtown, so we tend to get the more mature guests for Lollapalooza. But we're definitely seeing much stronger demand this year than we did for Lolla in '22, '23 and '24.' Hotel operators say it's already been a solid year and summer for Chicago. Worries about new and unpredictable immigration rules may have scared off some international travelers, but domestic tourists, especially from nearby Midwestern states, seem willing to make up for those losses. And the lakefront's premier events, including Lollapalooza, the now-discontinued NASCAR Street Race and other concerts, such as Taylor Swift's three-day, Soldier Field extravaganza in 2023, the annual Sueños Music Festival and Beyoncé's sold out Cowboy Carter Tour in May, always provide jolts of energy. 'Lollapalooza is typically our busiest week of the year,' said Illinois Hotel & Lodging Association CEO Michael Jacobson. 'Some people jokingly say, why can't Taylor Swift come to Chicago every year? My response is, we have Lollapalooza every year, and we also have Beyoncé, who sells out the city.' The city attracted more than 55 million visitors in 2024, a 6.5% jump over 2023, but still about 10% fewer than in 2019, when 61.5 million arrived, according to Choose Chicago, the city's official tourism agency. And in the first half of 2025, total hotel room demand for Chicago was 5.4 million room nights, up 2.9% from last year. Hotel room revenue through the end of June was $1.24 billion, a 5.6% boost over the first half of 2024. 'Additionally, last year's Lollapalooza weekend was a great one for Chicago hotels — hotel occupancy was over 95% each day Thursday, Friday, and Saturday,' said Isaac Reichman, a Choose Chicago spokesperson. Advance bookings are down significantly this summer for downtown hotel rooms, but hotel operators don't seem worried. 'People wait until the last minute much more than they used to,' most likely due to 2025's economic uncertainty, said Rademacher. 'And it's not just because of tariffs, it's everything that's going on in the world right now.' Room occupancy in the central business district hit 82.1% in June, up from 81.4% in June 2024, according to CoStar. The steady upticks in occupancy, revenue and demand are all good signs for Chicago's hospitality industry, Jacobson said. But hotels still haven't equaled their pre-pandemic performance, and now face other headwinds. 'We're still awaiting the full return of business travel,' he said. 'And obviously, since we live in a different world than pre-COVID, there's a real question of whether it will ever fully return.' Foreign tourists may also become scarce. The Trump administration tightened border controls earlier this year, leading some Canadian and European travelers to cancel U.S. trips. 'While other nations are rolling out the welcome mat, the U.S. government is putting up the 'closed' sign,' said World Travel & Tourism Council CEO Julia Simpson in May. The council estimated early summer bookings by Canadians for the U.S. were down more than 20% year-over-year, with March visits from German travelers declining by 28%. Rademacher said he has noticed the change. 'The summer is usually peak time for European travelers,' he said. 'This year, you don't see them as much when you're walking downtown.' But overseas travelers are still a relatively small slice of Chicago's visitors, and hotel operators say they've successfully attracted more tourists from Wisconsin, Michigan and Indiana. 'Ultimately, I think we still have seen strong demand from the domestic front, which has helped us stay on par with 2024 levels,' Moubayed said. 'We have seen a lot of tourists travel from the immediate tri-state area.' And big events can still help Chicago hotels set records. Beyoncé's May concert series coincided with the National Restaurant Association Show at McCormick Place, said Jacobson, and more Chicago hotel rooms were sold that weekend than ever before. 'The people who benefit the most are hotel employees,' he said. 'Obviously, people will be working hard this weekend, but they will get to take home bigger paychecks because of events like Lollapalooza.'
Eater
6 days ago
- Eater
How to Escape Lollapolooza Weekend in Chicago
It's that time of year, Chicago — when [insert event name here] takes place and draws hundreds of tourists downtown, crowding our beloved CTA trains, providing locals with a (perhaps unwanted) crash course in fashion trends, and seeing our parks and public resources plundered by outsiders. Got an appointment downtown this weekend? Good luck — it's Lollapolooza time from Thursday, July 31 through Sunday, August 3 in Grant Park. Yes, we know — it's good practice to squeeze sales and tax dollars out of tourists. Crowded bars and restaurants are great for the Loop and Mag Mile, especially after the pandemic wreaked havoc. The festival gives a handful of local restaurants exposure while part of Chow Town, its lineup of food vendors. But that doesn't mean you have to be happy about ceding the city to a legion of confused suburban kids. Yes, we might be curmudgeons, but at least we're aware of our limitations as we yell at clouds while our grays whistle in the wind. Even our pals at the Chicago Reader laid out their grievances, including this gem of a line: 'No one should have to pay — or slog through Lollapalooza — to see a beautiful August sunset through the city skyline from Grant Park.' At least Taste of Chicago was a celebration for the city's residents. (Taste of Chicago is, indeed, happening this year from September 5 through September 7 in Grant Park, in case anyone still cares – do you?). Surely, there's plenty of space in and around Chicago to survive the inconvenience of Lollapalooza. While the easy answer is to stay away from downtown, we're going to do better than that and share some of our best suggestions on how to escape the festival. Middle Brow has consistently delivered quality with its beer, food, and wines since the Logan Square brewpub debuted in 2019. The long and narrow space is comfy and has become a community beacon with pastries and coffee in the morning, easy-drinking beers all day, and pizza at night. The patio is welcoming, and there's even a basketball hoop to practice your jump shot. The crew also recently unveiled soft-serve ice cream, which has received a lot of attention. It's made with dairy from Kilgus Farms, and there's one flavor — charred vanilla. — Ashok Selvam, lead editor for Eater's Midwestern Region This seafood market and restaurant on the Northwest Side has been around for almost eight decades and is one of only two remaining natural hardwood smokehouses in Chicago — South Deering institution Calumet Fisheries being the other. Smoked fish, from salmon to sable to trout, is the main attraction, but there's also a variety of fried seafood and a stellar crispy pollock sandwich. What makes Hagen's really worth a visit, though, is its smoking service; customers can bring their own fish and the shop will clean and smoke it for them. There's no indoor seating and only a few tables outside, so be prepared to take the food to go. — Jeffy Mai, associate editor for Eater's Midwestern Region For some Chicagoans, Lolla weekend is the ideal time to go on a vacation to a faraway place. While River Grove, located 15 miles west of the Loop, doesn't quite fit the bill, it does offer an escape by way of Hala Kahiki. The tropical bar has been a suburban institution since 1964, and is the standard bearer in the Chicago area for Polynesian-style drinks. The menu is massive, featuring over 130 cocktails as well as rum flights, and the space feels like a charming time warp that erases all memories of the Lolla crowds. There's also a small menu of snacks, but the suggested move is to grab a pre- or post-drink hot dog at Gene & Jude's, which is located just down the street. — J.M. In February, I chatted with superstar baker Christina Tosi of Milk Bar about the talented Maya-Camille Broussard, who appeared on Tosi's reality baking show, Bake Squad. Broussard, a Chicago native, is known for her sweet pies, but I felt her mastery of savory was underrated. Tosi started snapping her fingers in agreement, having seen Broussard's skills in action. Justice of the Pies is a love letter to Chicago. There's not a lot of seating, but the pastries and quiches are out of this world. Broussard puts a lot of care into her craft, and we tend to take her bakery for granted, especially in 2025 when new bakeries are debuting seemingly every month with customers lining up and waiting for hours. You want to escape the big, dumb line? Head out to Marynook. — A.S. One of my favorite places in Chicago is Loyola Park because it's a rare public park with a playground along the lakefront. If you have young children, this is truly one of the most serene spots in town with gorgeous views of the skyline. It's so spectacular you'll be able to filter out any commotion a child may produce. Blue Jay Cafe has great coffee drinks and hot dogs at the park, but if you want a sit-down meal and a new setting, Khmai — one of two Cambodian restaurants in Chicago (the other being the brilliant Hermosa) — is less than a mile south of the park. The more casual side, Kaun Khmai, takes reservations, and the dips and egg rolls provide a special kind of fuel to make you forget all your worries. You can always just forget the park and go directly to Khmai if the weather is threatening. — A.S. Most of Chicago's hottest rooftops are located in downtown skyscrapers — near Grant Park. For a more laid-back experience, free of festgoers, take the CTA Blue Line to the Damen stop and walk over to the Robey. On the hotel's 13th floor sits the Up Room, an intimate cocktail lounge offering sweeping views of the city. The drinks are great — try the spicy Oaxacan on Broken Glass (mezcal, chile poblano, hellfire bitters) — and there are both indoor and outdoor seating areas so guests can enjoy a breeze or get away from scorching temps. Yes, Up Room is located atop a bustling intersection in one of the trendiest neighborhoods, but it somehow still manages to feel like a hideaway. — J.M. Eater Chicago All your essential food and restaurant intel delivered to you Email (required) Sign Up By submitting your email, you agree to our Terms and Privacy Notice . This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Bloomberg
6 days ago
- Bloomberg
Airbnb Considering Loyalty Program Following Services Launch
Airbnb Inc.'s business chief said a loyalty program is 'under consideration,' with the launch of the company's experiences and services business putting the home-sharing platform in a 'better position' to reward customers. While Airbnb has no imminent launch plans, it has 'a lot of the tools and elements that would make a compelling loyalty program in the future,' Chief Business Officer Dave Stephenson said in an interview at Bloomberg's office in Chicago. He was in the city to mark the company's first global live music partnership with Lollapalooza festivals around the world.
