Greetings, thank you for your feedback. Most importantly, please accept my apology that one of my colleagues was rude to you in any way. I spoke to this person, and they explained that they had no idea that dates are different in your part of the world, the connection wasn't clear and he had issues understanding the situation. We believe there was a huge mix up, firstly caused by your tour agent asking you to book a tour in a different continent, and secondly by our staff for not understanding the situation and responding properly. This is completely unacceptable, our guests are our number one priority and action has been taken to make sure this never happens again. According to Viator cancellation policy, this is non refundable as we didn't receive a cancellation request within 24 hours. However, I will further investigate if this possible and contact you again within a couple of days. Additionally, I am more than happy to keep this as a credit for you for when you visit Oman regardless of the refund to see for your self that the tour exists and is operated to the highest safety and quality levels. 🙏☺️ I can give you a year on this to use against dolphin watching and snorkeling trip of 3 hours with us.
Please accept my apology again and expect a communication shortly about the refund.
Kind regards,
Aiman
Hello again,
I have managed to request a full refund for your from TripAdvisor, this should be processed in the next few days. Additionally, your free tour for the same trip with us will remain valid as agreed. Looking forwards to welcoming your on board.
Aiman