![]() We ended up moving to the second floor suite at 5:15pm but the suite at best has partial ocean view and 80% of our view is of the PC lounge rooftop and cana trees (see pictures) and no privacy. Toro commented how if he were us any room would be good enough and tried to convince us to accept an inferior suite. Not only they failed to acknowledge our room request, they also made no effort to apologize or manage our expectations and disappointment when they failed to provide a proper suite that matches the website description. The interaction with him was not pleasant and this is where their service fell short. Toro magically found a second floor suite (#3293) potentially become available but maintenance is working on the suite. Despite there were clearly available higher floor suites at the time we checked in (this is later validated by the guests staying there who checked in a few days after us but they are part of UVC or a party and their agent pre-reserved the suites for them), we were told all higher floor rooms are occupied. However, the ground floor suite is just not what we booked (the suite description says "oceanfront view" and just a quick Google search it means more than an oceanfront location but also offer an view of the ocean). We totally understand room requests aren't guaranteed. This is not what they advertise and sell in this room category on their website. We specifically requested no ground floor suite. ![]() We got a ground floor suite with zero privacy (everyone walks by or hanging out by the pool or PC lounge can see you and inside the room) and no view of the ocean (only trees, people and walls of the pool). ROOM: Zero view and zero privacy - We arrived at the resort at 2:15pm and our room was not ready until 4:30pm (we were just told it would be ready soon). We chose this resort and the suite based on the details on the website and it seems to check all our boxes - We wanted our own terrace with privacy and oceanfront view that would help us minimize encountering other guests during the trip considering COVID. We booked the preferred club master suite oceanfront via southwest vacations. Despite there were clearly available higher floor suites at the time we checked in (this is later validated by the guests staying there. Zero view and zero privacy - We arrived at the resort at 2:15pm and our room was not ready until 4:30pm (we were just told it would be ready soon).
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