Puerto Rico Island Waterpark Holidays

We booked and paid for Ocean View rooms. At check-in, the staff was friendly and welcoming. However, when we got to our rooms, we were very disappointed. The rooms was in the oldest section of the resort and was extremely outdated, with old tubs, showers, furniture and overall decor. It looked nothing like photos advertised online, especially considering the premium price we paid. We called the front desk to explain our concerns, the representative acknowledged the issue and told us they could move us to a newer side of the resort Garden View rooms. When we came back to switch rooms we were in the same rooms on a different floor. We went to the front desk and a different representative name Adrian, who was very rude and unprofessional. He told us the hotel was overbooked and now no rooms were available, we explained we were being moved to the Garden View rooms by Jalize. We demanded to speak to the manager. That’s when the Garden View Rooms became available and we were moved to the newer side of the resort . What made the experience even more frustrating was that we were still charged the higher Ocean View rate, even though we ended up staying in a Garden View room. Charging us the the premium rate for a room category we did not receive was unacceptable. Overall, while some staff members were helpful, the inconsistent customer service, misleading room photos, and billing issue left us very disappointed with our stay.