Hello Nancy, Thank you for your feedback and thank you for allowing us to host your trip. We are saddened to know that you had less than a pleasant experience, especially considering that this is about your 3rd/4th experience with us, which would lead us to believe you have enjoyed us enough to curate this experience for you. We would like to address your concerns. In planning, having the volcano experience was doable, however, considering the travel and the cost, it was your decision to remove the excursion, considering that the size of the group decreased due to the current price, it was preferred to keep the price lower to get as many of your guests on the trip as possible. We are happy to know that you were able to experience this excursion. For the boat ride, or any excursions, we always give complete information prior to completing your private booking site. We only solidify the trip once we have your approval. There were no complaints about the sunset cruise until the moment of the activity. We cannot control how others show up to an excursion, that is at their discretion. However, our team would have been more than happy to provide a private boat experience had that been specifically requested, it was not. In addition, the itinerary is sent for your approval, and we would have made all necessary adjustments. There was a request to add two excursions to your trip, the day before arrival. Our team did work on this for you; however, it was very difficult to change the itinerary around the day before your tip, that had been solidified 12 months in advance. It was safer to ensure everything that was set in stone ran smoothly opposed to creating chaos in last minute planning. As it pertains to the hotel, we overcompensated in this area. Changing the hotel 3 times, at your request due to guests not wanting to attend the trip due to the price. Even once the trip was booked and paid for, we changed the hotel and rooms around to accommodate all the changes of the group. We were very helpful in doing this for you. This was no error on our end; we adjusted this at your request. As far as burning dresses or anything like that, we were not made aware of any of those things, nor was it reported to your personal virtual host. Lastly, yes, there was a fraudulent case, because it was your request to have a card charged that was not under your name. The hotel confirmed signatures on this which is why our team reached out to have this corrected. This was protocol for our finance team considering these charges were not authorized by our team but instead by the group due to not wanting to have the necessary CC hold required directly by the hotel. We are glad we were able to rectify this right away. Again, it is unfortunate that you had less than a 5-star experience considering we strive to have all of our guests experience this, which you have 3 other times prior. We can assure you, we have taken all of your feedback and will ensure an even stellar experience for our customers moving forward. Thank you Your Friends at WE. Out & About