Atlantis Adventures, LLC

Aloha, Atlantis does have a practice of sharing any guest complaints with our management team as a means of continuous improvementAs a result, I do recall this guest’s complaint and I too recall our Staffs’ efforts in responding to our guest’s complaint by offering the guest’s party’s full refund of the amount paid; as well as the complimentary offer onboard our submarinesOur guest purchased her family’s tickets through an agency who was immediately contacted and our Staff member; whose name was mentioned, authorized the full refund to be issued at the agency’s place of purchaseThe Atlantis staff member followed up the following Monday, the 30th of January again authorizing a full refund for the dissatisfied guest and her partyUpon our investigation in receiving this complaint today through the Revdex.com, a phone call was made by the same staff member to learn that our dissatisfied guest was presently with the agency receiving her full refund as originally authorized I do regret that we failed to exceed our guests’ expectations on the evening of the 27th, and opportunities for improvement still exist in better serving our guests through the support of other agenciesWe have confirmed today, the 7th of February, that our guest’s payment has been refunded in full and we will continue to learn from this experience to better communicate with our agencies and as a means of better serving our guests in the futureThank you,Mark A [redacted] Oahu General Manager

Aloha, Atlantis does have a practice of sharing any guest complaints with our management team as a means of continuous improvement. As a result, I do recall this guest’s complaint and I too recall our Staffs’ efforts in responding to our guest’s complaint by offering the guest’s party’s full refund...

of the amount paid; as well as the complimentary offer onboard our submarines. Our guest purchased her family’s tickets through an agency who was immediately contacted and our Staff member; whose name was mentioned, authorized the full refund to be issued at the agency’s place of purchase. The Atlantis staff member followed up the following Monday, the 30th of January again authorizing a full refund for the dissatisfied guest and her party. Upon our investigation in receiving this complaint today through the Revdex.com, a phone call was made by the same staff member to learn that our dissatisfied guest was presently with the agency receiving her full refund as originally authorized.  I do regret that we failed to exceed our guests’ expectations on the evening of the 27th, and opportunities for improvement still exist in better serving our guests through the support of other agencies. We have confirmed today, the 7th of February, that our guest’s payment has been refunded in full and we will continue to learn from this experience to better communicate with our agencies and as a means of better serving our guests in the future. Thank you,Mark A[redacted]Oahu General Manager