Dolphin Destiny Adventures

As per our email, we are enclosing the copies of the refunds we sent to [redacted] When I sent him this info, I stated that this was the amount the resort provided me with and if [redacted] still thought it was incorrect, I would go back to the resort and ask them about the discrepancyHe didn't respondHere are the refund receipts.Regards, [redacted] for [redacted] ***

Thank you for your letter regarding *** ***'s complaintI am responding to your letter because *** ***, my husband, died years ago and I am the current owner of the business.In response, she did pay for the resort through our office, but her complaint about us not paying the
resort is not correctWe did pay the resort in payments, (as requested by the resort), different payments via our corporate credit card and the final payment by wire transferWe sent the final wire transfer payment before the arrival of the guests to the information provided by the resortWe sent the confirmations to the resort of the wire transferThe resort idd not contact us prior to the guest's arrival to let us know that there was a problemThe wire was "stalled" at the resort's Bank, (** ***), and the bank had been sending emails to the resort for several days asking them to acknowledge the wire transfer and settle a minor problem with the wirebut the resort would not answer repeated attempts by their bank to "fix" the wire transferThe resort called me the day the guests were checking into the resort and told me they did not receive the wire for the final payment Myself and my bookkeeper sent them all the confirmations and showed them that the funds had left our accountAfter many emails and phone calls, I then made a minute each way drive to their bank and found out the information that the wire was stalledI called different people at the resort asking them to call their bank to acknowledge the wire transferall resort representatives refused to do soFinally, a couple of days prior to the guests departing I went back to the resorts bank and we attempted to cancel the wire transfer and replace the fundsUnfortunately, we were not able to replace the funds by canceling the wireI was in constant contact with the leader of the group; Jamie Robles, letting him know about every detail of the problemHe was aware that this issue was not our fault. The Monday morning when all the clients were back from the trip we sent emails to all of them advising of the problem with the resort and that we would refund the transactions charged by the resortWe have refunded Ms*** her full amount that she was charged by the resort as well as all other members of the group who have sent us their receipts for the charges. Additionally, of the people who's airline tickets were purchased for the group, people had issues with their return ticketsIt was an error in processing between us and the airlineWe did immediately refund their return ticket costs. I do want to also let you know that we have made more concessions to this group than any client in our year historyThis was a wedding group and we wanted them to have a great experience, so we provided the following services free of charge: 1)Negotiated a rate on a resort in Aruba, but the bride/groom decided this was too expensive.2) Negotiated a rate on a contracted star resort of the Maya Riviera, but the bride/groom selected a 1/star resort that was priced 130% higher than our contracted resortSo, we negotiated at the property that they requested and provided a rate that was less than any online agency.3) Provided a FREE website for bookingsThe bride/groom decided they didn't like the website and had someone revise the websiteWe then had to correct the websiteWe purchased URL's for them and did not charge them for the cost. 4) We waived deposit due dates times. 5) One of my reservation agents was mistreated by one of the guestsThis guest was extremely agitated that the wedding was booked at such an expensive resortWe explained that the resort choice was not oursThe client continued to be aggressive to my staff for the next few months. 6) After several phone calls from unhappy guests, we created a new "budget" package that married a well priced contracted resort with only night at the wedding destination resort and gave that as an option to people who were unhappy. 7) In an attempt to keep the group together, even if they were taking the "budget" package, we paid for days of touring at a cost of $We did not charge the clients for these tours. 8) We provided free airport transfers at a cost of $1340. 9) The bride wanted a direct flight from Los Angeles to Cancun, but at the time of booking we were only able to find a flight at the price of $that was a connection flightAll the direct flights were much more expensiveI promised the bride that I would look for specials every day and let her know if there was a sale on direct flightsApproximately weeks before the wedding departure date I found a United schedule of direct flights that was only $per person more expensive than the connecting serviceWe sent an email out and told them there were only limited seatsWe were able to confirm seats on this schedule which included the bride/groom and some of their family membersAfter releasing the cheaper *** *** schedule the bride called us and asked for the one way United direct flight and the *** *** connecting returnI explained to her that you cannot combine contracts with different carriers and that I had already released the seats to *** ***She was very unhappy even though she had previously authorized me to make the change.10) Because the bride was unhappy, I upgraded members of her family to Premier Economy ClassAdditionally, I upgraded members of her family to business class at a cost of $per person. 11) We negotiated with the resort to move one person into someone else's room and release a contracted roomThis saved the family the extra cost of forfeiting the deposit on the released roomThis negotiation and the late payment by one of the guests forced us to pay the final payment within a couple of weeks of the date of arrivalIf we hadn't have done this, we would have paid the resort sooner and perhaps we would have been advised by the resort that the wire transfer had problems earlier. As you can see from the above, this group was very difficult for us to manage because of all the requests by the members of the groupWe did our best to help in every way and it resulted in a loss of thousands of dollars by Dolphin Destiny AdventuresPlease let me know that you have resolved the complaint with *** ***

am responding to a complaint from *** *** - #***. This complaint was regarding a group trip for a Wedding to Mexico. You received an earlier complaint, (***), which we responded to and you closed that complaint in our favor. I have attached the correspondence
for that complaint also because it is exactly the same issues. RESONSE TO *** *** COMPLAINT:Mr*** *** paid for his rooms at *** *** in three payments as required by a resort contract. He paid through *** merchant credit card services into our account. We paid *** *** for his stay in three payments. We paid the initial deposit and 2nd payment with our company credit card and the payments were put towards the stay. The last and final payment was delayed to the resort due to changes made to the group reservation by his party. His family cancelled one room and moved the person into one of their other rooms. The resort did not allow changes to the group reservation. It took several weeks for us to get the resort to waive their cancellation fees. When we finally got this change done with no penalties, we were directed by the resort to send the final payment by wire transfer to a Newport Beach branch of ** ***. We sent the wire transfer as directed and sent a copy to the resort as I have done hundreds of times in the past years. The funds were deducted from my account. On the arrival day of the clients the resort advised us that they had not received the wire transfer. I sent numerous emails to different people at the resort, their sales office and their accounting department showing that we had sent the wire and that the funds had been deducted from my account. No one at the resort would call their bank. They threatened to collect the final payment from the guests. I drove to the Auburn, CA branch of ** *** and spoke with a banker who checked the status of the wire transfer and told me that the wire transfer directions that we received from the bank we slightly different than ** ***'s information and that the bank had been sending emails to *** *** Resort stating that they simply needed the resort to call the bank and verify that the funds were correct and clarify the error. I called all people again and they all refused to call their own bank. I drove to ** *** Auburn, CA again and I discussed the issue with the banker who said she would refuse the wire transfer and it would go back to my account and I could then get the funds to the resort in some other manner. This was days before the clients were departing the resort. The return wire transfer funds did not show up back into my account until days after the clients returned. During this entire period of time I was cooresponding with the bride and groom and letting them know that this was not my fault.When the clients returned, I sent them all emails asking them to send copies of their receipts and I would verify those receipts with the resort and process a refund. *** ***'s receipts did not match the receipts of the resort. We sent refunds through *** merchant services and were attempting to verify the 3rd receipt with the resort. The resort did not verify the 3rd receipt after numerous emails. We finally just sent *** *** the full amount of his 3rd receipt because we did not want to wait any longer to hear from the resort.*** *** has been paid in full for all his receipts for final payment to the resort. I am forwarding copies of those refunds to you under separate email.Thank you for your assistance in clearing this dispute.Sincerely,*** *** ***

Thank you for your letter regarding *** ***'s complaintI am responding to your letter because *** ***, my husband, died years ago and I am the current owner of the business.In response, she did pay for the resort through our office, but her complaint about us not paying the
resort is not correctWe did pay the resort in payments, (as requested by the resort), different payments via our corporate credit card and the final payment by wire transferWe sent the final wire transfer payment before the arrival of the guests to the information provided by the resortWe sent the confirmations to the resort of the wire transferThe resort idd not contact us prior to the guest's arrival to let us know that there was a problemThe wire was "stalled" at the resort's Bank, (** ***), and the bank had been sending emails to the resort for several days asking them to acknowledge the wire transfer and settle a minor problem with the wirebut the resort would not answer repeated attempts by their bank to "fix" the wire transferThe resort called me the day the guests were checking into the resort and told me they did not receive the wire for the final payment Myself and my bookkeeper sent them all the confirmations and showed them that the funds had left our accountAfter many emails and phone calls, I then made a minute each way drive to their bank and found out the information that the wire was stalledI called different people at the resort asking them to call their bank to acknowledge the wire transferall resort representatives refused to do soFinally, a couple of days prior to the guests departing I went back to the resorts bank and we attempted to cancel the wire transfer and replace the fundsUnfortunately, we were not able to replace the funds by canceling the wireI was in constant contact with the leader of the group; Jamie Robles, letting him know about every detail of the problemHe was aware that this issue was not our fault. The Monday morning when all the clients were back from the trip we sent emails to all of them advising of the problem with the resort and that we would refund the transactions charged by the resortWe have refunded Ms*** her full amount that she was charged by the resort as well as all other members of the group who have sent us their receipts for the charges. Additionally, of the people who's airline tickets were purchased for the group, people had issues with their return ticketsIt was an error in processing between us and the airlineWe did immediately refund their return ticket costs. I do want to also let you know that we have made more concessions to this group than any client in our year historyThis was a wedding group and we wanted them to have a great experience, so we provided the following services free of charge: 1)Negotiated a rate on a resort in Aruba, but the bride/groom decided this was too expensive.2) Negotiated a rate on a contracted star resort of the Maya Riviera, but the bride/groom selected a 1/star resort that was priced 130% higher than our contracted resortSo, we negotiated at the property that they requested and provided a rate that was less than any online agency.3) Provided a FREE website for bookingsThe bride/groom decided they didn't like the website and had someone revise the websiteWe then had to correct the websiteWe purchased URL's for them and did not charge them for the cost. 4) We waived deposit due dates times. 5) One of my reservation agents was mistreated by one of the guestsThis guest was extremely agitated that the wedding was booked at such an expensive resortWe explained that the resort choice was not oursThe client continued to be aggressive to my staff for the next few months. 6) After several phone calls from unhappy guests, we created a new "budget" package that married a well priced contracted resort with only night at the wedding destination resort and gave that as an option to people who were unhappy. 7) In an attempt to keep the group together, even if they were taking the "budget" package, we paid for days of touring at a cost of $We did not charge the clients for these tours. 8) We provided free airport transfers at a cost of $1340. 9) The bride wanted a direct flight from Los Angeles to Cancun, but at the time of booking we were only able to find a flight at the price of $that was a connection flightAll the direct flights were much more expensiveI promised the bride that I would look for specials every day and let her know if there was a sale on direct flightsApproximately weeks before the wedding departure date I found a United schedule of direct flights that was only $per person more expensive than the connecting serviceWe sent an email out and told them there were only limited seatsWe were able to confirm seats on this schedule which included the bride/groom and some of their family membersAfter releasing the cheaper *** *** schedule the bride called us and asked for the one way United direct flight and the *** *** connecting returnI explained to her that you cannot combine contracts with different carriers and that I had already released the seats to *** ***She was very unhappy even though she had previously authorized me to make the change.10) Because the bride was unhappy, I upgraded members of her family to Premier Economy ClassAdditionally, I upgraded members of her family to business class at a cost of $per person. 11) We negotiated with the resort to move one person into someone else's room and release a contracted roomThis saved the family the extra cost of forfeiting the deposit on the released roomThis negotiation and the late payment by one of the guests forced us to pay the final payment within a couple of weeks of the date of arrivalIf we hadn't have done this, we would have paid the resort sooner and perhaps we would have been advised by the resort that the wire transfer had problems earlier. As you can see from the above, this group was very difficult for us to manage because of all the requests by the members of the groupWe did our best to help in every way and it resulted in a loss of thousands of dollars by Dolphin Destiny AdventuresPlease let me know that you have resolved the complaint with *** ***

As per our email, we are enclosing the copies of the refunds we sent to [redacted]. When I sent him this info, I stated that this was the amount the resort provided me with and if [redacted] still thought it was incorrect, I would go back to the resort and ask them about the discrepancy. He didn't respond. Here are the refund receipts.Regards,[redacted] for [redacted]