I booked the Ocean View room months in advance and spoke to the booking agent that it will be a late check-in 7pm. We were celebrating my Boy friend's 40th bday and I wanted to ensure we had a nice room on a high floor. I phoned a week prior to our stay and the agent confirmed all the notes were on the reservation.
Upon check-in, that was not the case we did 2 room moves and ended up on the 1st floor. :(
The next morning I called and spoke to the front desk Manager Ana I believe. She was very sympathetic and offered us the deluxe ocean view comlimentary for the remainder of our stay.
I really appreciate her kind guesture and her ability to resolve our disappointment.
We loved the location and the size of the rooms. The only comment is the blanket that was in between the top sheet was a knitted waffle material. I stayed at the other property which was usually a duvet. That was more comfortable.