Business ProfileforHarper's Travel Svc Inc

I paid harpers travel services for an all inclusive trip for 2 people to Cancun Mexico at the ******** ********. Upon arrival to the airport it took over one hour to be transferred to resort or which harpers told us we would go directly. Upon arrival we were told our room was not ocean view, that was only president Al suites when harpers sold us an ocean view room. Upon arrival to our room, the AC was not working, the fan was not working correctly, the fridge was empty and hot. We paid for the top tier selection that included stocked fridge upon arrival and butler service. When the butler finally came he said he would get the fridge stocked, however it took 2 hours and they only had hot drinks to put in the hot fridge. Our luggage took 2 hours to arrive to the room as well, leaving us stranded in a hot room with no clothes to change into. That night we discovered the linens were musty, and smelt like old sweat and mold. It took 30 mins for house keeping to come change them and it barely helped. The next day we tried to sit by the pool or beach and no chairs were available for accommodations. Tried to eat at a restaurant and sat for 25 mins with no service. Spoke to harpers and told her we were either going back to USA or she needed move us to a resort we knew was sufficient. She claimed they were sold out at said resort although I already had it pulled up on my end that it was not. She also told us that the flight for Saturday was sold out when it was not. Now is refusing to reply to my messages and refunds. We originally spent roughly $3600 with Harpers for flight and resort and now since having to switch resorts and flights have spent over $5200 due to Harpers lack of care, customer service, professionalism, and integrity. We are asking for refunds for the stay at Royalton which is roughly $2600 to offset the additional $1600+ spent due to Harpers lack of customer service