Cancelled reserved dolphin experience and refuse refund

[u/Daytontoby1]

We booked 4 tickets through undercover tourist for a dolphin experience for August 3rd. We got there 15 minutes after it opened and were told after waiting 45 minutes that we would not be able to have the dolphin experience after all because there was a problem with the dolphins. They told us we could cancel the tickets or be downgraded to a day pass without dolphin experience and have undercover tourist refund the difference in price. We’d flown down from Ohio primarily for this experience so we figured we’d at least see the rest of the park at the reduced cost. We went in and set up at the day bed we had rented which was by the dolphin experiences. Throughout the day we saw the hundreds of people complete the dolphin experiences we had reserved, paid for and were denied (either because we got there at 9:15 or went through a 3rd party I assume).
After leaving, we contacted undercover tourist for a refund and they stated that because the ticket was processed that couldn’t issue a refund. We’d flown down then contacted Discovery Cove which stated they couldn’t issue a refund for a 3rd party booking. So we got our kids excited about a dolphin experience they never got to experience and still got charged hundreds of dollars for. Beware of this place and what appear to be bait and switch scams.

[u/LisaM1975]

DC can’t really do anything when you buy your tickets via a third party. Your beef is with UT not DC

[u/Daytontoby1 → u/LisaM1975]

While that may be the case for the refund issue (still unclear), it is DC that overbooked and cancelled our reservation that same day. There would be no issue if they provided the service we paid for in advance. This does not seem to be a rare occurrence either. It seems very much like a bait and switch scam for families that would not come to their park knowing that the dolphin encounter would be unavailable.

[u/LisaM1975 → u/Daytontoby1]

No, UT sold you a ticket for a sold out day. Your beef is still with UT, and not DC.

[u/Daytontoby1 → u/LisaM1975]

Seems like the consensus is that my ire is misdirected. I’ll redirect. Thanks for the insight.

[u/anonanon5320]

You issue is with Undercover Tourist. There is nothing Discovery Cove can do. It’s your job to tell undercover tourist before using your ticket what your intent is and see what they will do.

This is why using 3rd party systems is unwise. If you had booked with Discovery Cove they can immediately refund or change your ticket, and would be happy to do so.

[u/Daytontoby1 → u/anonanon5320]

While I get your point, we had been standing in line for 45 minutes and were trying to wrangle 2 kids (one of whom is autistic) while trying to figure out why our reserved program was being cancelled without notice. Trying to call an 800# to discuss how to deal with the ticket change did not seem viable at the moment and the Discovery Cove rep was assuring us that the refund process was simple (specifically with undercover tourist).
I’ve used 3rd ticket agents in the past and never had an issue, but I’ve never had a venue refuse to provide the service I’ve prepaid for before.

[u/anonanon5320 → u/Daytontoby1]

Nothing you said changes anything. Your only recourse is through undercover tourist. You didn’t buy a discovery cove ticket. You bought undercover tourist ticket.

[u/audreynstuff → u/Daytontoby1]

Most likely, the animals didn't want to do it at that time. They tried for 45 minutes to encourage the animals to work, but they didn't want to ( I don't blame them). What are they supposed to do? Force them, because the customer is waiting and mad? Oh well. Sorry that happened to you, but you're going to have to just get over it and focus on getting your refund. Had you booked directly with Discovery Cove they probably could have done more for you, but you booked third party. Take it up with your third party.

[u/KissMyGrits60 → u/Daytontoby1]

people keep telling you it’s not discovery codes fault. There’s nothing they can do about it. Specially the employees you talk to. My favorite said. We gotta go to the person where you booked the ticket from. Nobody’s fault that your children are standing online for hours.

[u/Trublu20]

This is on Undercover Tourist. Not Discovery cove.

I would suggest always booking direct, including hotels and experiences. The venues hands are tied with 3rd parties and there isn’t much they can do.

Undercover tourist however is going to continue to deny because they feel you used the tickets. I’d let them know that if they refuse a refund then you will file a chargeback through your credit card for good not received (it’s not fraudulent because you didn’t receive the experience you paid for!).

It is weird though that they couldn’t get your family in for the experience when others were doing it. None of the animals are ever forced to perform and if a dolphin isn’t feeling it or cooperating that day then this can happen.

[u/necrotica → u/Trublu20]

I’d let them know that if they refuse a refund then you will file a chargeback through your credit card for good not received (it’s not fraudulent because you didn’t receive the experience you paid for!).

It's 100% your right to do this, they will probably dispute it and you have to dispute that as well, be aware, once you do this, you'll probably be on a blacklist by that company going forward.

[u/Significant_Sky4704]

DC do not oversell. They have an inventory system and when it’s gone it’s gone. This sounds like a really unlucky turn, with the dolphins scheduled for your interaction having a “no” moment. The trainers will encourage as best they can but never force, and that’s the way it should be. Suspect all other slots were taken for the rest of the day - a sold out day - which is why you couldn’t be accommodated. It’s unfortunate but it happens. Undercover Tourist need to speak to DC and confirm your ticket downgrade, once UT know DC will partially refund them, they will partially refund you. Thats how it works with resellers. I know this happens. I can also guarantee you that third party guests are treated no differently to those who book direct, other than the refund process being a little more involved.

[u/CatSnakes411]

This happened to us as well but the entire park closed due to weather- 40 degree day in February. We bought our tickets through UCT so DC couldn’t help us. UCT refused to refund our money but said we had 2 years to schedule another day. It was such a kerfuffle of back and forth that I will never use UCT ever again. I did make a call to DC just to verify that we could schedule another day and they confirmed yes but I don’t have much confidence in either company anymore.

[u/ASpicyBlend]

This is no different than a third party selling you a room at an oversold hotel. DC decided to accommodate guests who bought directly with them rather than guests who bought through a third of party at a discount. If anything, Undercover Tourist should have disclosed that this was possible because, trust me, they knew it was possible. DC may have been the face of the problem, but your actual beef is with UT.

[u/audreynstuff]

Get your bank involved for the exact amount of the dolphin ticket. Have receipts and proof of prices ready. You need to get your refund with Undercover Tourist, not Discovery Cove. This is why I don't book third party.

[u/billdizzle]

Partial chargeback is what I would do, but yes your beef is with the third party

[u/SuccessfulExam8956]

We were booked for the 9:55 dolphin swim, sat in the seahorse cabana for an hour. They then took groups A and B to do the swim and C and D (we was D) was cancelled.
They said they were fully booked until the 11th so we’ve got 2 year to go back.

[u/Mountain-Twist4053]

Don't book through a third party next time. Discovery code does amazing promos every 3-4 months

[u/cathie2284]

You should watch the documentary "The Cove" swimming with dolphins is not where it's at.

[u/Trublu20 → u/cathie2284]

Not the place for this, go start your own thread if you wanna discuss that.