Terms & Conditions | GEM Hospitality

Terms & Conditions


A 30-50% deposit is due at the time of booking a reservation. Final payment are due 60 days prior to commencement of the package/event. For reservations made less than seven days prior to departure, only bank wire, credit card or cashiers check FedEx overnight are accepted for payment.

Credit Card Payments – Traveler’s authorization to use their credit card for deposit and/or final payments indicates he/she is in complete compliance with our booking terms and conditions, whether or not traveler has actually signed GEM Hospitality authorization form. Verbal authorization of traveler’s credit card confirms traveler’s reservation.

Payment types accepted are company, corporation, personal or cashier’s check, Visa, MasterCard, American Express or Discover. If paying by personal check, payments must be guaranteed with a credit card.

All checks should be made payable to Glass Entertainment Management, LLC. Mailed to:
Glass Entertainment Management
PO Box 30298
Knoxville, TN 37930

All reservations will be acknowledged with a printed confirmation on a first-come, first-served basis. Credit cards are accepted only with a signed authorization provided by GEM Hospitality. All groups consisting of ten (10) or more people require a fifty percent (50%) deposit within seven days of booking. The remainder of the balance is due ninety (90) days prior to the commencement of the package.

Cancellation and Refund Policy

All deposits and final payments are non-refundable. No refunds will be given for any unused components or portions of the program. Change in group size is not transferable toward payment of the balance of the total package price. GEM Hospitalitiy reserves the right to cancel any reservations without notice if deposit or final payment has not been received by due date. GEM Hospitality also reserves the right to cancel, at its sole option, any reservation. If GEM Hospitality cancels reservations without cause attributable to purchaser, a full refund will be remitted to the cancelled party. Passenger must check into the hotel room on scheduled arrival day of package to avoid being considered a “no show.” If a passenger is a “no show”, GEM Hospitality is not responsible for providing any portions of package to the traveler or purchaser. GEM Hospitality reserves the right to cancel any reservation at any time and provide a full refund to the cancelled party. In the case of overbooking, all clients will be advised of a hotel substitution with full refund optional.

Customer Information

All event tickets will be issued on the day of the event. GEM Hospitality holds the right to upgrade or downgrade tickets. If downgraded, you will be refunded the difference in cost. GEM Hospitality cannot guarantee adjacent seats for more than two people. Odd numbers of tickets together (3, 5, etc.) and seat locations in specific rows, sections, levels or team fan areas of the venue are not guaranteed. Upgraded tickets are available upon request for most events. All upgraded tickets are guaranteed to be within parameters described and contracted for, or better. GEM Hospitality is not responsible for the theft, loss, delay, destruction or misplacement of any tickets mailed, express delivered, left at will-call or hotel front and concierge desks.


GEM Hospitality is acting as an independent intermediary and agent for suppliers of goods and services which are not directly supplied by this company, such as hotel accommodations, transportation, meals, tours, and event tickets. GEM Hospitality shall not be responsible for breach of contract or any intentional or careless actions or omissions on the part of such suppliers, which result in any loss, damage, delay or injury to you, your travel party or group members. GEM Hospitality shall not be responsible for any injuries, damages or losses caused to any traveler in connection with terrorist activities, war, insurrection, social or labor unrest, mechanical or construction difficulties, diseases, local laws, climactic conditions, abnormal conditions or developments or any other action, omissions or conditions outside the coverage against them. GEM Hospitality shall not be responsible for actions, errors, omissions or negligence on the part of such suppliers, which result in any loss, damage, delay, injury or death to you, your travel companions or group members. We shall not be responsible for any loss, damage, delay, injury or death to any traveler in connection with terrorist activities, social or labor unrest, mechanical or construction difficulties, diseases, local laws, climatic conditions, or any other action, omission, error, condition or negligence outside of our control. By embarking upon travel, the traveler(s) voluntarily assumes all risks, and is advised to obtain appropriate insurance coverage against them. Travel and Cancellation Insurance is recommended. Your retention of tickets, vouchers or booking after issuance shall constitute consent to the above and an agreement on your part to convey the contents here to your travel party or group members. The customer, by engaging GEM Hospitality acknowledges these conditions and agrees to hold GEM Hospitailty blameless in making the arrangements on its behalf and agrees that restitution or damages, if any are claimed, shall be sought directly from the suppliers. The customer also agrees to the terms and conditions of the package and services as set forth by the suppliers. Rates are subject to change without notice. Packages and event tickets are subject to availability.

GEM Hospitality reserves the right to substitute hotels of equal or better status, alter itineraries and upgrade (at no cost) or downgrade (with refund of the difference in price) event tickets. In the event of cancellation or postponement of a certain event, GEM Hospitality shall not be responsible for accommodations or transportation beyond the scheduled date of the event. Travel documents are delivered FedEx, seven to ten days prior to event.


The security of your personal information is very important to us. We never sell out or rent your personal information to any third parties under any circumstances. We value your trust very highly, and will work to protect the security and privacy of any personal information you provide to us and only use it as we have described in our private policy.

Options and Tickets

Ticket upgrades and extra hotel nights are published at Net Rates and are subject to change prior to confirmation of order. GEM Hospitality is not necessarily in physical possession of admission tickets at the time a booking is made or accepted. Therefore, due to federal regulations for special event tours the availability for tickets will be delivered on the day of the event.


By becoming a client of GEM Hospitality, you agree to receive e-mail communications from us. E-mail communications will include customer service messages related to your specific package purchase(s), and tailored marketing messages informing you about upcoming GEM Hospitality events. Any inquiry through the website will also receive email communications.



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