Originally Posted by
Aventine
Most likely optics. Like the optics of this trip weren't already bad.
Me too. Please fill us in
silverlim
That is unclear.
In the OP, it appears that the customer dealt directly with the property and only involved the TA after the fact. When the customer involved the TA, it looks as though the resolution was quite good.
Whatever you do in one of these situations, always start with the TA.