booked my room through Expedia with the expectation of having an ocean view, as described. Upon arrival, I was disappointed to find that this was not the case. I approached the front desk and explained that I was willing to pay the difference for an upgrade to an ocean view room. However, the agent I spoke with was extremely rigid, citing third-party booking policies, and made no effort to assist or explore any options.
While I understand that third-party bookings can come with limitations, I strongly believe that customer service should still be a priority—especially when a guest is offering to pay for an upgrade. Unfortunately, the lack of flexibility, empathy, and effort shown by the front desk agent left a negative impression. For the price I paid——I expected a higher level of service and at least a willingness to help.
I hope this feedback is taken seriously to improve future guest experiences.