Business ProfileforXanterra Parks & Resorts Inc.

On December 5th, I received an email requesting feedback on our recent trip on the Grand Canyon railway, polar express. Since we had not been there I rechecked my booking for December 27 and found it showed November 27th which was an error, as we had planned a trip there in December when our grandkids would be down from *******. I immediately got on the phone with ********************* reservations and explained the situation to them. They looked up the reservation ******** in the amount of ****** which was prepaid. I told them we still wanted to go on the 27th and asked what could be done. She needed to talk with someone about it and put me on hold. After 5 minutes she returned indicating that the reservation had beef closed and she had no way to change it. She then said I would need to contact the accounting department for a refund and provided me the email to contact them. With regard to the December trip, she looked up the availability and they had room on the 7:30 train. She asked if I wanted that one and I said yes of course. She then indicated the price had changed to ****** but I took the slot anyway and paid that upfront. After the call I sent the following Email to *************************************** which I had been provided:Today I received an email asking for feedback on our recent trip on the polar express. I was curious since we had booked for December and had not been there. Upon reviewing the reservation, I found it listed November rather than December. I immediately called and explained the situation. They explained I would need to contact the accounting department to have them credit the ****** back to by credit card for reservation******** and was provided this email. As a result of the call we also rebooked on reservation ******** in the amount of ****** for the correct date which has been completed. Thankyou for your prompt attention to this situation.***** To date I have not received any correspondence from them in reply to my e-mail. Since their cancellation and/or change policy doesnt cover this particular situation and we have already re-booked, it seems entirely reasonable that the original amount of ****** be refunded to my credit card.*****