Business ProfileforCity Cruises San Francisco

On Feb 8 2022, we booked the signature dinner cruise with City Experiences by HornBlower for a bachelorette party (party of 8) for June 11 2022. It came out to $1026.46, which was charged to my credit card immediately. The order number is 5433348.On June 11 2022, all 8 of us got to Pier 3 and were told the cruise had been cancelled but we had received no calls or texts or emails. We also hadn't received any refunds either! I logged onto their website to "Manage my booking" and it still said the event was happening on June 11. with no indication of cancellation (I have screenshots). Apparently the cruise had been booked for a private event but none of us were informed! I even called the customer service line and they were off for the night. There was no explanation whatsoever and we were in complete confusion and shock. Our bachelorette party was now ruined. We had people fly in from out of town for this bachelorette party or drive two hours to SF for this. What was supposed to be a night of celebration turned into a night of disappointment and disbelief. The next day (June 12 2022), I called their customer service line and was able to receive a refund for the full amount only after I demanded it, but they had no idea this happened and weren't able to offer any explanation. They also offered no additional compensation for the emotional and financial losses we incurred from their incompetence. In City Experiences' ****************** online (https://www.cityexperiences.com/terms-conditions-city-experiences/), it reads "Should we cancel the event for any reason, the primary guest listed on the reservation will be contacted via phone and email (please ensure all contact information on your reservation is correct). If we cancel the event, each reservation will be given the option to reschedule, move the paid funds over to a gift card, or be refunded". City Experiences violated their own terms and was not able to offer any explanation or apology or compensation.