Tripaxis review: Request refund

Dear regulatory officer,
This is Carol and Hongquan Zhang. We are writing to you regarding the night of September 26, and the night cruise we booked with travel agency TripAxis through the SPE (Society of Petroleum Engineer) website while we attended the Annual ACTE conference over Dubai.
Due to TripAxis agency's mishaps we missed the night cruise yet we were charged for the trip regardless.
We waited in the lobby for the driver at the right time and at the right place. We never saw a driver though Marlon, at the hotel help desk, called the agent Nirosha multiple times and each time she assured us that there would be another driver. We waited for over an hour in the hotel lobby and NO driver arrived. By the time we realized there was never another driver dispatched, we did not have enough time to arrange our own ride.
We have booked 4 tours with TripAixs. From the beginning, we never received any notifications or information regarding pickup time and places for the tours. We upheld our responsibility in trying to reach out to our agent and by being flexible when her drivers failed to pick guests up.
We have sent out 2 emails to request a full refund, and we have not received any response in return.
High quality customer service and courtesy should always be a company’s first priority. From this incident, it is apparent that there was a total lack of effective communication and no proper courtesy.
The hotel help desk gave us this website so we could direct this complaint to you because they were also concerned with the poor customer service from this agency. In fact, the hotel fears that this continued business between them and the agency would hurt the hotel's reputation among its guests.
We really hope the local regulatory department can investigate this issue. As we know that we were not the only ones to miss the tour during the conference.

Sincerely
Carol and Holden Zhang