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I am happy to report that I just talked to the Senior Officer of guest relations and resolution. After a brief set of questions he was very apoligetic and said he would see to a review of customer service agents and procedures. He is sending a complete refund for the shore excursion as well as a discount on our next cruise. I was happy to get the refund, it was unexpected for anything else. That is the Carnival that so many of us have come to know.THANKS