Test your knowledge: consumer claims

You receive a letter of complaint from a consumer who claims that you engaged in misleading and deceptive conduct when arranging a safari tour for them. They claim that you promised they would see a number of animals but they did not see any animals and that they later found out that they went at the wrong time of the year. They have complained to you via letter and are demanding a full refund of $10,000. How will you respond?