Dear Angad,
Thank you for taking the time to share your detailed feedback. First and foremost, we sincerely apologize for how this situation was handled. You are completely right: the process to reach a fair resolution should never have been this complicated or frustrating.
We want to clear the air regarding the website update: it was absolutely not our intention to hide the mistake or mislead you. Throughout our email thread, our team openly admitted the oversight and we never denied or attempted to conceal the error. As soon as you pointed out the discrepancy, our team rushed to fix the listing to prevent future travelers from facing the same issue.
However, we completely understand that doing this while your case was still open looked defensive and unprofessional, and we deeply regret that impression.
We are glad that the full refund, corresponding to 25% of the total package value for the missing training session, was processed, as it was absolutely due. We have internally reviewed this incident with our customer care and content teams to ensure that public feedback is handled with more transparency, speed, and empathy in the future.
Thank you for helping us improve, and we wish you all the best in your future padel sessions.
Best regards,
The Weebora Team