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Sure it is. The damage is permanent and will increase over time.
A guest was told to not touch someone else's personal property, and someone else has sounds made at them underwater when destroying coral.
It's not like anybody was on a drunken rampage.
In any case, especially when stuck on a small boat full of strangers, everybody needs to make a special effort to not be overly-sensitive. There's always something that will twist your shorts if you let it.
This sort of reminds me of one day as an Instructor this past summer when I was leading dives. I took a group of 6-8 people out on a dive and then returned to shore to do a surface interval. Prior to getting off of the boat I explained when and where to meet for the next briefing and dive. Once it was time for the briefing one person didn't show up. I stalled for 10 minutes and eventually started the briefing even though one person was still missing. A few minutes later just as I was about to finish the briefing, the missing person walked up, interrupted the briefing and said he was surprised that I was briefing without him. I immediately stopped the briefing to explain to him that he was late and that I delayed the briefing for 10 minutes while everyone waited on him. After the briefing he claimed that I yelled at him, embarrassed him in front of everyone else and demanded that I provide him with the owners name. He physically threatened me if I EVER talked to him that way again. Additionally he wanted a refund on the previous dives that he had done over the past two days and threatened to give a negative review on Trip Advisor if the diveshop didn't meet his demands. Luckily there were other customers who came to my defense who witnessed everything. So I for one just happen to know there are two sides to almost every story. Some tourists can be very demanding and many times overly sensitive, even when no ill will was intended. Some people just need to realize that we are all humans and deserve a certain amount of respect and stop looking for excuses to complain or claim they have been harmed in some obscure way. As I told the customer, diving is suppose to be fun, so let's just go diving and stop arguing.
I don't think most businesses will disclose the details of an internal investigation. If you tell the complainer the investigation didn't substantiate a problem, the complainer feels emboldened. If you tell the complainer you fired someone, you're admitting the employee did something awful to the complainer, who will likely report it to others online. Some companies will mix in a bunch of honeyed B.S. with their reply, emphasizing how concerned they are about customer satisfaction and how they're taking your complaint very seriously, etc..., but in the end, I think it's the same thing, with some flavoring to help it go down better.
Richard.
... Yes, you might get "the look", but that comes with all women, in my experience.