"After taking photos and doing some research online, I found out that the first two floors were not classified as ocean view rooms, which was what I had paid for and was confirmed in my contract. Feeling frustrated, I went back to the main lobby and spoke to a friendlier staff member, but still encountered minimal hospitality. I asked if it was possible to move to a higher floor to get a better view of the ocean over the foliage.
After being told multiple times that there were no available rooms, I became emotional and asked to speak with a manager. Instead, another staff member reached out to room control and found a room one floor up and one room over from ours, but it wouldn't be available until the following night. This meant we had to check out of our current room at 10 am, store our belongings with the bellman/service desk, and be without a room to accommodate our toddler until the new room was ready potentially at 4pm.
This inconvenience was not accompanied by an apology, and I felt disheartened by the lack of service we received. It seemed like we were being treated as second class guests simply because we were not owners. While I understand that owners may have benefits, it is important to treat all guests with respect to ensure repeat business. The resort's failure to deliver on their promises and mislabeling of room types is not acceptable customer service.
As a healthcare provider, I understand the importance of meeting professional standards, and it is disappointing to see a lack of accountability in the hospitality industry. I am hopeful that our experience will improve so we can enjoy the rest of our vacation, but I am also realistic about the level of service we have received. This falls short of the standards set by hotels like Westin and Marriott."
