Business ProfileforHawks Cay Resort

I booked a private snorkeling adventure for my family (due to the fact that my children had never been snorkeling). I booked the trip through the Hawks Cay Resort website link. When we booked our accommodations at Hawks Cay, we were sent the name and phone number of their concierge who was available to help with booking water adventures and dining reservations. When my husband tried to book a fishing excursion, he realized that the available time would overlap with our already booked snorkeling trip. He reached out to ****** (the concierge) who moved our snorkeling trip... or so we thought. Apparently, she booked us a new snorkeling trip and did not cancel the original trip and did not tell us that we needed to cancel the trip. While on our fishing excursion, I received a phone call from **************** informing me that we had not shown up for our snorkeling trip and would be charged . After returning to the resort, I inquired with the concierge service about helping us to get a refund. I was told I needed to call and speak directly with ******. This occurred in March of 2022. I have emailed repeated and called ****** with the phone number we were given by the Hawks Cay Resort. I have not received any return phone calls or emails. **************** will not refund our money because the first reservation was not cancelled. Hawks Cay was responsible for moving our reservation and in my opinion should have let us know that the original reservation would have to be cancelled by us. We were told that the snorkeling adventure was rebooked which led us to believe that the original reservation was moved, not that a new reservation was made. We paid for our fishing expedition and the overlapping snorkeling trip and the snorkeling trip that we actually took. I would like a full refund (in the form of a check /not resort credit as we will not be returning) for the full cost of the snorkeling trip that we were charged.