We booked online via hotels.com which specified that we have an ocean view room and was on special when you chose a non-refundable option. So we gladly made the booking well in advance due to the great special we got online via hotels.com and I got an invoice stating we booked a room with an ocean view.
Upon arrival, they said we are booked for the mountain view room, which actually has no mountain view.
Anyway, they blaimed the mistake on the app we booked it on. Which is understandable that sometimes stuff like this do happen, BUT there was an ocean view room available which they refused to give us, even though we did make a booking for the ocean view room AND made full payment 5 months prior to arrival.
Their excuse was that another person booked that room. So I asked them when did that person book that room. They could not answer me, so I asked if that person did payment already, which they added, no and there was no deposit paid as well by said person and they could not get hold of said person that booked our room which I add again had no payment to confirm their booking.
We waited for an hour and a half to get an answer and any resolvement from the manager that was not even present at the premises. Eventually when I lost my cool on the poor staff member at reception they agreed to give us our ocean view room that we paid for well in advance.
Very poor management which could have been resolved in a matter of minutes.