We sincerely apologize for the inconvenience and disappointment you experienced due to the last-minute cancellation of your tour. We understand the frustration this must have caused, especially after building your cruise visit around it.
The captain's last-minute emergency was beyond our control, but we acknowledge that the cancellation was handled poorly. We are committed to making things right and ensuring this doesn't happen in the future.
We have processed a full refund for the tour, and to make amends, we would like to offer you a complimentary turtle snorkeling tour at your convenience. We genuinely value your business and hope you'll consider giving us another chance to provide the experience you were looking forward to.
Once again, we apologize for the inconvenience, and we appreciate your understanding. If you decide to take us up on the free tour, please let us know your preferred date, and we'll make sure everything goes smoothly. Thank you for bringing this to our attention, and we look forward to the opportunity to regain your trust.