The listing advertised a high-rise, ocean-facing luxury room in a 41-floor building. Instead, I was placed on the 5th floor—barely above a neighboring building that significantly blocked the ocean view. This was extremely disappointing and not what was represented.
I asked the front desk if I could move to a higher floor (preferably 20 or above), even offering to pay an upgrade fee. I was told, in a dismissive tone, that nothing could be done. Although they admitted there were available rooms, they said that because I booked through Expedia, I would have to pay for an entirely new reservation—and that the amount I had already paid would be forfeited.
Additionally, the front desk incorrectly told me that I had only booked a “side ocean view,” not an oceanfront room. When I got to the room, it was clear that I had in fact booked oceanfront, and that the front desk was mistaken. This added unnecessary frustration and confusion. Staff should be familiar with their room layouts—especially when, on the 5th floor, all rooms are front ocean-facing.
Overall, I was very disappointed with both the experience and the attitude of the front desk staff. I used to enjoy staying at this hotel, but due to the lack of professionalism, poor communication, and unwillingness to assist, I will not be returning.
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