Shark Diver

Dear [redacted] Revdex.com of San Diego,Shark Diver is sorry to be receiving this complaint, as we are one of the most highly reputable shark diving companies in the worldAnd after privately corresponding with this complainant to discuss her refund or trip options, we are surprised to see this complaintShark Diver's policy states that "In the event that it is necessary for Shark Diver, and or Horizon Charters (shark diving vessel owner) to cancel or interrupt an expedition charter due to weather, strikes, delays, site closures, or any 'Act of God' which is beyond our control, there will be no refund issued and shark guarantee does not apply." On October 23rd, two days before the start of our October 25th trip, all divers were sent an email notifying them of Hurricane Patricia, which was hitting Mexico, as well as another storm system "coming from the north" that the captain was monitoring and that the northerly storm could "effect our trip." This was only an update, but all divers still had the opportunity, at that point, to consider purchasing trip insurance if they wishedOn the morning of Oct 24th, the captain of the Horizon decided to cancel the trip due to the pending storm that he predicted could produce dangerous weather and sea conditionsThese conditions could possibly have been life-threatening to the passengers and crewBoth Shark Diver and Horizon Charters always put safety first when it comes to the welfare of the divers and crewAll divers were then notified of the cancellation by phone, first, then an email followed apologizing for the cancellationAll divers at time of original booking, both verbally and in email, were urged to purchase trip insurance due to Shark Diver's no-refund policyEach diver, at time of booking, was also emailed the company's liability release form which clearly states Shark Diver's no-refund policyThe release states: "Please be advised that if a guest chooses NOT to purchase trip insurance, we will NOT BE RESPONSIBLE FOR ANY FINANCIAL DISAPPOINTMENT CAUSED BY REASONS BEYOND OUR CONTROL." After talking with all of the divers and discovering that several had failed to purchase trip insurance, the divers were told that the heads of both companies would be meeting over the following few days to discuss what could be done, in good faith, to accommodate the divers, especially those who had not purchased trip insuranceAn email was sent to all divers on Oct 26th letting them know of this meetingThis complainant received the email days before filing this complaint and did so prematurely, before hearing the results of that meetingOn October 27th, the companies came to a decision to either refund each diver's trip cost or transfer them to another dive in This particular complainant was left a voicemail message and notified by email that she would be, in fact, getting said refund or transferThis complainant emailed Shark Diver back the same day she filed this complaint, stating she was accepting the refund.Shark Diver prides itself on offering safe cage diving with great white sharks and under no circumstances will the company ever put the public at risk of dangerWe understand that because we travel into the middle of the ocean, our trips run the risk of being cancelled due to storms or rough sea conditionsGiven this fact, we strongly urge all divers to adhere to the company's suggestion to purchase trip insurance The company does not force divers to purchase insurance, but hopes that each person will take the necessary precautions to protect themselves from unforeseen circumstances that may result in monetary lossThe divers effected by this trip cancellation, including this complainant, have been given the option of either a refund or another trip, in good faith, and we look forward to seeing them all dive with us in the future.Sincerely, [redacted] Shark Diver

RevDex.com:
I have
reviewed the response made by the business in reference to complaint ID
***, and find that this resolution would be satisfactory to meI would
like to note, the reason for my prompt action, is that I was told I could not
reschedule with Shark DiverMy initial request was never for a refund and the
website states a weather guarantee that any trip, should it be cancelled or cut
short due to weather, the customer would have the option to rescheduleShark
Diver has agreed to either reschedule or provide me with a full refund, which I
am quite happy withI have chosen to receive a full refund for the trip from
Shark Diver
Please
remove my complaint to the Revdex.comI have since spoken to them and I am satisfied
with their resolution
I will wait
for the business to perform this action and, if it does, will consider this
complaint resolved
Regards,
***
***

Dear [redacted] Revdex.com of San Diego,Shark Diver is sorry to be receiving this complaint, as we are one of the most highly reputable shark diving companies in the world. And after privately corresponding with this complainant to discuss her refund or trip options, we are surprised to see this...

complaint. Shark Diver's policy states that "In the event that it is necessary for Shark Diver, and or Horizon Charters (shark diving vessel owner) to cancel or interrupt an expedition charter due to weather, strikes, delays, site closures, or any 'Act of God' which is beyond our control, there will be no refund issued and shark guarantee does not apply." On October 23rd, two days before the start of our October 25th trip, all divers were sent an email notifying them of Hurricane Patricia, which was hitting Mexico, as well as another storm system "coming from the north" that the captain was monitoring and that the northerly storm could "effect our trip." This was only an update, but all divers still had the opportunity, at that point, to consider purchasing trip insurance if they wished. On the morning of Oct 24th, the captain of the Horizon decided to cancel the trip due to the pending storm that he predicted could produce dangerous weather and sea conditions. These conditions could possibly have been life-threatening to the passengers and crew. Both Shark Diver and Horizon Charters always put safety first when it comes to the welfare of the divers and crew. All divers were then notified of the cancellation by phone, first, then an email followed apologizing for the cancellation. All divers at time of original booking, both verbally and in email, were urged to purchase trip insurance due to Shark Diver's no-refund policy. Each diver, at time of booking, was also emailed the company's liability release form which clearly states Shark Diver's no-refund policy. The release states: "Please be advised that if a guest chooses NOT to purchase trip insurance, we will NOT BE RESPONSIBLE FOR ANY FINANCIAL DISAPPOINTMENT CAUSED BY REASONS BEYOND OUR CONTROL." After talking with all of the divers and discovering that several had failed to purchase trip insurance, the divers were told that the heads of both companies would be meeting over the following few days to discuss what could be done, in good faith, to accommodate the divers, especially those who had not purchased trip insurance. An email was sent to all divers on Oct 26th letting them know of this meeting. This complainant received the email 2 days before filing this complaint and did so prematurely, before hearing the results of that meeting. On October 27th, the companies came to a decision to either refund each diver's trip cost or transfer them to another dive in 2016. This particular complainant was left a voicemail message and notified by email that she would be, in fact, getting said refund or transfer. This complainant emailed Shark Diver back the same day she filed this complaint, stating she was accepting the refund.Shark Diver prides itself on offering safe cage diving with great white sharks and under no circumstances will the company ever put the public at risk of danger. We understand that because we travel into the middle of the ocean, our trips run the risk of being cancelled due to storms or rough sea conditions. Given this fact, we strongly urge all divers to adhere to the company's suggestion to purchase trip insurance.  The company does not force divers to purchase insurance, but hopes that each person will take the necessary precautions to protect themselves from unforeseen circumstances that may result in monetary loss. The divers effected by this trip cancellation, including this complainant, have been given the option of either a refund or another trip, in good faith, and we look forward to seeing them all dive with us in the future.Sincerely,[redacted]Shark Diver