Business ProfileforRocky Mountain Railtours

On February 7th 2023 I made the following booking directly through the Rocky Mountaineer website: JUL 01, 2024 - JUL 02, 2024 VANCOUVER > BANFF Booking number: ********** Service level: Goldleaf service Deposit paid: $1083.01 USD When I booked the trip, I knew there was a possibility that we might need to change the dates due to my husband's work schedule. To prepare for this potential change, I carefully reviewed FAQ section of the website, which indicated that date changes were possible with a reasonable fee (please see the attached screenshot). Recently, I found out that we do indeed need to change the dates of our trip. I called your customer service line to request the date change and was informed that changing the date is considered a cancellation, resulting in the loss of our deposit. Upon revisiting your website, I discovered that this policy is buried deep in the terms and conditions. However, the information about date changes equating to cancellation is not readily available in the FAQ section. In fact, the FAQ information is **********, as it suggests that changes can be made with a reasonable fee. Given the discrepancy between the FAQ section and the terms and conditions, I believe our request to change the dates should not be treated as a cancellation, and we should not lose our deposit. We made the booking in good faith, based on the information provided in the FAQ section, and the policy described there did not reflect the reality of your terms and conditions. After emailing back and force with customer service the only possible solution I was offered is to pay extra $200 fee and change the dates of the trip but only within 2024 season, which is impossible due to my husband's work schedule or the name change for the additional $100 fee (I'm not able to find anyone willing to take over our reservation), so there is no practical solution. I demand that the Rocky Mountaineer refunds $1083.01 USD due to being ****** by info in FAQ.