When approached about the move, Karisma company executives were quick to say it was an error and pledged their allegiance to their travel agent partners – but not before travel agents had their say.

According to a statement from Mandy Chomat, chief marketing and sales officer for Karisma Hotels & Resorts, the email was intended for guests “in our database [who] have booked through our website. Unfortunately, it was distributed more broadly in error.”

Despite issuing an apology, travel professionals who spoke with Travel Market Report were not inclined to dismiss the matter and some questioned why the company would be promoting direct bookings at all.