I am writing to express my deep disappointment regarding our stay. A week before our arrival, I requested a room upgrade so my 11-year-old son could enjoy direct pool access. The resort made the arrangements, but charged us an additional fee for this upgrade.
However, at no point did they inform us that the pool attached to our room was not heated! As a result, we are forced to use a different pool on the property, which completely defeats the purpose of paying an extra charge.
The lack of transparency and the failure to mention this essential detail are completely unacceptable. I am extremely disappointed by the resort's attitude and poor communication.
