I appreciate this has been a big mess up for you and left you out of pocket and you and your travellers weary and upset, but I would advise against using terms like 'deception' in any communication with the parties involved.
It really is unlikely that anyone has deliberately deceived anyone else, and if you write or talk in that manner it immediately puts people on the defensive and means they are less likely to try to help and more likely to cover their own backs.
So whatever you privately think, always use neutral or friendly terms like 'unfortunate miscommunication', 'lack of clarity', 'speedy resolution', 'goodwill' etc rather than trying to assign blame or imply malfeasance.
Wherever possible, use no additional terms at all, just state the *minimum relevant* known facts and what you would like them to do to resolve it.